Troubleshooting Reference Guide

Nortel CallPilot

Troubleshooting ReferenceGuide

NN44200-700.

Document status: StandardDocument version: 01.05Document date: 26 June 2007

Copyright © 2007, Nortel NetworksAll Rights Reserved.

Sourced in Canada

The information in this document is subject to change without notice. The statements, configurations, technicaldata, and recommendations in this document are believed to be accurate and reliable, but are presented withoutexpress or implied warranty. Users must take full responsibility for their applications of any products specified in thisdocument. The information in this document is proprietary to Nortel Networks.

The process of transmitting data and call messaging between the CallPilot server and the switch or the system isproprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the userlicense unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license byalternative usage of any portion of this process or the related hardware constitutes grounds for an immediatetermination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

Trademarks*Nortel, the Nortel logo, the Globemark, and Unified Networks, BNR, CallPilot, DMS, DMS-100, DMS-250,DMS-MTX, DMS-SCP, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian 1, Meridian Link, Meridian Mail,Norstar, SL-1, SL-100, Succession, Supernode, Symposium, Telesis, and Unity are trademarks of Nortel Networks.

3COM is a trademark of 3Com Corporation.

ADOBE is a trademark of Adobe Systems Incorporated.

ATLAS is a trademark of Quantum Corporation.

BLACKBERRY is a trademark of Research in Motion Limited.

CRYSTAL REPORTS is a trademark of Seagate Software Inc.

EUDORA and QUALCOMM are trademarks of Qualcomm, Inc.

ETRUST and INOCULATEIT are trademarks of Computer Associates Think Inc.

DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT,MICROSOFT EXCHANGE SERVER, MS-DOS, NETMEETING, OUTLOOK, POWERPOINT, VISUAL STUDIO,WINDOWS, WINDOWS MEDIA, WINDOWS NT, and WINDOWS SERVER are trademarks of Microsoft Corporation.

GROUPWISE and NOVELL are trademarks of Novell Inc.

INTEL is a trademark of Intel Corporation.

LOGITECH is a trademark of Logitech, Inc.

MCAFEE and NETSHIELD are trademarks of McAfee Associates, Inc.

MYLEX is a trademark of Mylex Corporation.

NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.

NOTES is a trademark of Lotus Development Corporation.

NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.

QUICKTIME is a trademark of Apple Computer, Inc.

RADISYS is a trademark of Radisys Corporation.

ROLM is a trademark of Siemens ROLM Communications Inc.

SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.

SONY is a trademark of Sony Corporation.

SYBASE is a trademark of Sybase, Inc.

TEAC is a trademark of TEAC Corporation.

US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics.

WINZIP is a trademark of Nico Mark Computing, Inc.

XEON is a trademark of Intel, Inc.All other trademarks and registered trademarks are the property of their respectiveowners.

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Publication History

June 2007CallPilot 5.0, Standard 01.05 of the Troubleshooting Reference Guide isupdated as per the CR Q01665596.

May 2007CallPilot 5.0, Standard 01.04 of the Troubleshooting Reference Guide isissued for general release.

April 2007CallPilot 5.0, Standard 01.03 of the Troubleshooting Reference Guide isissued for general release.

April 2007CallPilot 5.0, Standard 01.02 of the Troubleshooting Reference Guide isissued for general release.

March 2007CallPilot 5.0, Standard 01.01 of the Troubleshooting Reference Guide isissued for general release.

July 2005CallPilot 4.0, Standard 1.02 of the Troubleshooting Reference Guide isissued for general release.

July 2005CallPilot 4.0, Standard 1.01 of the Troubleshooting Reference Guide isissued for general release.

July 2005CallPilot 4.0, Standard 1.0 of the Troubleshooting Reference Guide is issuedfor general release.

Nortel CallPilotTroubleshooting Reference GuideNN44200-700 01.05 Standard

5.0 26 June 2007Copyright © 2007, Nortel Networks

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6 Publication History



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Contents

Chapter 1 How to get help 9Getting Help from the Nortel Web site 9Getting Help over the phone from a Nortel Solutions Center 9Getting Help from a specialist by using an Express Routing Code 10Getting Help through a Nortel distributor or reseller 10

Chapter 2 Overview 11General 11Reference documents 12

Chapter 3 Hardware troubleshooting 13201i server 13703t server 171002rp server 281005r server 41600r server 50

Chapter 4 Network troubleshooting 59Check cabling 59Check end-to-end connectivity 59Check network adapters and driver installation 59Check TCP/IP configuration 60Test the TCP/IP 82Check event logs 83Checking the SCSI speed for RAID controllers 86

Chapter 5 Routing and remote access troubleshooting 89General 89Modem 90Routing and Remote Access 99Symantec pcAnywhere 109Microsoft Remote Desktop Connection (RDC) 112Enable remote desktop feature and set policy on host 113Establish a RAS connection 115Starting the Remote Desktop Client 117CallPilot support tools 123



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8 Contents

RAS dial-up required to establish RDC 124Double-Hop remote control 124Transferring files in Remote Desktop Connection sessions 126Terminal Server Maximum Connections Exceeded error 126Disconnecting the Remote Desktop Connection session 127View or disconnect concurrent or previous stale sessions 127Troubleshooting tips 128

Chapter 6 Application troubleshooting 131

Chapter 7 Meridian Mail to CallPilot migration troubleshooting 143

General 143Symptom 1: Error reading tape during data transfer or message migration 144Symptom 2: All users cannot be migrated due to an invalid user-preferred language

ID 145Symptom 3: The system failed to create a map directory 145Symptom 4: The automatic log file backup failed 146Symptom 5: On a recently migrated system, a user cannot log in to the mailbox or

CallPilot does not recognize a user receiving an incoming call 147



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Chapter 1How to get help

This section explains how to get help for Nortel products and services.

Getting Help from the Nortel Web siteThe best way to get technical support for Nortel products is from the NortelTechnical Support Web site:

http://www.nortel.com/support

This site provides quick access to software, documentation, bulletins, andtools to address issues with Nortel products. More specifically, the siteenables you to:

• download software, documentation, and product bulletins

• search the Technical Support Web site and the Nortel Knowledge Basefor answers to technical issues

• sign up for automatic notification of new software and documentationfor Nortel equipment

• open and manage technical support cases

Getting Help over the phone from a Nortel Solutions CenterIf you don’t find the information you require on the Nortel Technical SupportWeb site, and have a Nortel support contract, you can also get help over thephone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following Web site to obtain the phonenumber for your region:

http://www.nortel.com/callus



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http://www.nortel.com/callus

10 Chapter 1 How to get help

Getting Help from a specialist by using an Express Routing CodeTo access some Nortel Technical Solutions Centers, you can use an ExpressRouting Code (ERC) to quickly route your call to a specialist in your Nortelproduct or service. To locate the ERC for your product or service, go to:

http://www.nortel.com/erc

Getting Help through a Nortel distributor or resellerIf you purchased a service contract for your Nortel product from a distributoror authorized reseller, contact the technical support staff for that distributoror reseller.



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http://www.nortel.com/erc

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Chapter 2Overview

In this chapter"General" (page 11)

"Reference documents" (page 12)

GeneralThis troubleshooting reference guide describes symptoms that can appearon all CallPilot server platforms, and provides step-by-step troubleshootingprocedures. The troubleshooting procedures can be slightly different fordifferent CallPilot releases.

Each troubleshooting area contains symptom tables outlining basic checksthat include diagnostics and resolutions for each check. This guide isapplicable to all CallPilot servers. The exceptions are noted for each server,where necessary, in the heading for each symptom or check.

This document provides only basic troubleshooting procedures. You canfind additional troubleshooting information in the CallPilot documents thatare referenced throughout this document.

Note: To comply with the Restriction of Hazardous Substances (RoHS)Directive 2002/95/EC, some of the part numbers now contain an E5 orE6 suffix. For example, part number NTRH2014 is now NTRH2014E6.The part numbers in this guide do not contain the suffix.



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12 Chapter 2 Overview

Reference documents



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13

Chapter 3Hardware troubleshooting

In this chapter"201i server" (page 13)

"703t server" (page 17)

"1002rp server" (page 28)

"1005r server" (page 41)

"600r" (page 50)

201i serverSystem troubleshooting

Trouble Action

The system emits beepcodes.

The state of the PC chip set is associated with beep codes. Somecodes indicate relatively harmless failure situations that allow youto start up the CallPilot server, even though the system is not fullyfunctional unless you solve the trouble.

Some beep codes indicate catastrophic failures that cannot beeasily resolved at the customer site. For example, the series ofbeep codes 1-3-3-1 indicates a defective or missing memory DIMM.Declare the system an out-of-box failure (OBF) and return it to thechannel partner.

Note: The 201i server emits one pulse beep at startup. This is anormal beep and does not indicate a system failure.



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14 Chapter 3 Hardware troubleshooting

Trouble Action

The HEX display is not onat startup.

The system can be in a catastrophic failure state.

• The power supplies have malfunctioned.

• The 8051 system controller failed.

The 8051 system controller and the HEX display work together andperform a quick system hardware test before the operating systemstarts up.

Refer to the 201i Server Maintenance and Diagnostics document(NN44200-705) for information on interpreting the HEX display.

The red light on the back ofthe 201i board is on.

The onboard DSP field programmable gate array (FPGA) is notloading properly. Sometimes the system boots to the operatingsystem, but CallPilot does not function. Declare the system an OBFand return it to the channel partner.

The DSP card socket lightis on, but no DSP card isplugged in.

The DSPs failed to load. Sometimes the system boots to theoperating system, but CallPilot does not function. Declare thesystem an OBF and return it to the distributor.

The server does not fit orseat properly into the shelf.

ATTENTIONDo not force the 201i server into the shelf.

Ensure that you set the proper physical spacing on the back ofthe server. The Option 11 and Meridian 1* cabinets have twodifferent card-spacing options. Use a Phillips screwdriver toadjust the bracket on the back of the 201i server (the backplanecard edge connector). Refer to the 201i Server HardwareInstallation guide (NN44200-301).

The green HEX displayindicates that the systemworks properly and youhear the hard drive spin,but no information isdisplayed on screen.

Verify that the monitor is properly connected to the power supplyand to the CallPilot server. Ensure that the monitor is not defective.

If the system still does not display information on screen, thendeclare the system an OBF and return it to the distributor.



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201i server 15

SCSI peripheral troubleshooting

Trouble Action

The system does not startfrom the CD-ROM.

Note: The 201i server does not support this feature at this time.

The system displayserror messages whilethe operating system isinstalled from the CD-ROM.

Ensure that the most recent version of the CD-ROM SCSI driver isinstalled on your system.

Newer CD-ROM drives are very fast, and the cables that connectthem to the server can be too long. The faster the SCSI CD-ROMruns, the shorter the cable must be. The newest CallPilot SCSIdrive driver is a de-stroked driver, which forces the SCSI drive torun more slowly and reliably with longer SCSI cables supplied byNortel. If you get random installation errors during the loading of theoperating system, then the SCSI driver installed on your system isnot the most recent.

The CD-ROM drive is notshown in the operatingsystem.Errors occur duringCD-ROM or tape operation.

Because the SCSI cable can be plugged and unplugged from thefaceplate of the 201i server, the cable connector pins can get bentor pushed in.

Inspect the connector of the SCSI cable and ensure that all theconnector pins are straight and level. Ensure that the cable isproperly and fully plugged in and latched to the 201i server faceplate.

When installing a new CD-ROM or external tape drive, you need toreboot the system before it recognizes the new hardware.

Ethernet cable troubleshooting

Trouble Action

The Ethernet link LEDs arenot on.

When an Ethernet cable is properly connected at both ends, the linkLED associated with the Ethernet connector must be on at both endsof the Ethernet cable even when the operating system is not running.

The 201i faceplate has a row of four green LEDs labelled E, C, I,and S.

• The leftmost LED (E) is associated with the ELAN link.

• The second LED (C) is associated with the CLAN link.



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Trouble Action

• The other two LEDs indicate the IDE (I) and SCSI (S) activityof the following devices:

— IDE (I)

— SCSI (S)

If the Ethernet link LEDs are not on, check the Ethernet cabling.

Note: The link LEDs blink to indicate network activity.

The CallPilot Nortel serversubnet does not work whenthe server is connected toa large Meridian 1 system.

The 201i server uses two auto-negotiating Ethernet network interfacecards (NIC). When the NICs are connected to a 10/100Base-T port,they try automatically to negotiate transfer rates at the higher speed.The large Meridian 1 systems have filtered backplanes that generateloss on all signals, except on the signals routed to the bottom fourpins (the ELAN subnet pins). As a result, the server can go into aloop or appear unresponsive on the Nortel server subnet.

• Use an unfiltered Ring/Tip cable supplied by Nortel.

or

• Remove the filter block on the back of the Meridian 1 newersystems and connect the switch directly to the 201i server I/Ocable.

CAUTIONDangerous voltage levels can be present in theback of the Meridian 1 switch. Use the propercable, as indicated in the 201i Server HardwareInstallation guide.



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703t server 17

703t serverServer LEDs

The LEDs indicate the state of your server and can help you troubleshootstartup problems. The following tables provide useful information on theexternal and internal LEDs.

External LEDs

Description Information

MPB96 DS30 link LEDs(three green LEDs locatedon the card bracket andvisible from the back of theserver)

When these LEDs are on, all three DS30 connections are workingproperly and the cables are connected correctly. If one or moreLEDs is off, one of the following conditions is present:

• One or more connections to the switch is interrupted. Checkeach of the three branches of the DS30 cable for faults, orreplace the cable.

• An MGate card in the switch is defective.

Blue LED at the back of theserver

This LED is currently not used. The blue LED comes on only for amoment at server startup.

NIC LEDs Each network interface card (NIC) has two LEDs:

• The upper LED shows that the network cable is connected.

• The lower LED blinks to indicate data transfer.

Internal LEDs


MPB96 board LEDs The three red LEDs at the top of the MPB96 board are visiblethrough the grill at the back of the server.

• The PCI FPGA Done LED (the closest to the card I/O bracket)comes on at startup and turns off immediately. This indicatesthat the board works properly and was detected correctly bythe system. If this LED stays on after the startup, the card isdefective and must be replaced.

• The DSP FPGA Done LED comes on at startup and stays onuntil the CallPilot drivers are loaded and the diagnostic screen isdisplayed. If the LED stays on after the operating system has



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started and the CallPilot diagnostic screen has appeared, thenthe MPB96 board is defective or the DSP and NTBus driversdo not function properly.

• The CTbus FPGA Done LED (the farthest from the card I/Obracket) works in tandem with the DSP FPGA Done LED andturns on and off at the same time.

RAID controller LEDs The RAID controller has one red LED and eight small LEDs at theback. When the card works properly, the red LED comes briefly onat startup indicating that the card was accessed for detection. At thesame time, all eight LEDs at the back of the card come on, and thenhalf of them turn off and stay off. Four lit LEDs at the back of thecard indicate that the card works properly. If all eight LEDs stay onafter startup, the card was not detected or is defective.

BMC beep codesThe main board used in the 703t server includes a baseboard managementcontroller (BMC) that provides monitoring, alerting, and logging of criticalsystem information obtained from sensors embedded on the board.

The BMC generates beep codes when it detects failure conditions. Eachdigit in the code represents a sequence of beeps.

Beep code Reason

1 Front panel CMOS clear initiated

1-5-1-1 Fault resilient booting failure (processor failure)

1-5-2-1 No processor installed or empty processor socket 1

1-5-2-3 Processor configuration error (for example, mismatched voltage identificationsand empty processor socket 1

1-5-2-4 Front-side bus select configuration error (for example, mismatched BSELs)

1-5-4-2 Power fault: dc power unexpectedly lost

1-5-4-3 Chipset control failure

1-5-4-4 Power control failure



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703t server 19

System troubleshooting

Trouble Action

The system does not bootand appears dead. Thesystem does not emit anybeeps. The fans do notturn.

Verify that the power cord is properly plugged in the power outlet.

Check if other equipment plugged in the same power outlet works.

Note: If the fans are turning, but the system emits no beeps, verifythat:

• The monitor is turned on.

• The power cord to the board (processor and main) is pluggedin correctly.

The system does not start,but emits beeps.

Identify the type of beeps that your system emitted: system boardbeeps or RAID beeps.

• The system board beeps are usually short; their pattern isidentified in the 703t Server Maintenance and Diagnosticsguide (NN44200-702). The system board beeps are usuallynot associated with information displayed on the screen. If thesystem does not display information on the screen but emitsboard beeps, then a main board condition is present.

• The RAID beeps are high-pitched and long. The RAID beepsemitted by the system during startup are associated withmessages indicating that a system is in a critical state.

Check the status LED at the front for a blinking or steady amberlight, which indicates that:

• A critical temperature or voltage fault has occurred.

• The CPU was not installed or is not functioning.

Check the beep codes provided in the 703t Server Maintenanceand Diagnostics guide to identify the failure, and then replace thedefective component or remedy the fault.



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Trouble Action

The system beeps anddisplays information on thescreen, but the operatingsystem does not start up.

This is a typical RAID beep. One of the following condition is present:

• One cable or both cables from the hard drives is disconnectedor improperly connected.

• One or both drives is faulty.

In special situations, this symptom indicates that the NVRAMcontents and the drive configuration were lost. The data is still there,but the system beeps and shows that both drives are faulty. Performa data recovery by configuring the drives as indicated in the 703tServer Maintenance and Diagnostics guide, without initializing thelogical drives.

The system starts theoperating system, but stillbeeps.

This symptom typically indicates a RAID trouble: one of the harddrives is in critical condition. Rebuild the drive as soon as you getto the operating system; refer to the 703t Server Maintenance andDiagnostics guide. If the drive rebuilding does not work, then thedrive is defective and must be replaced.

The system does not bootto CallPilot.

This symptom can indicate a multimedia card failure or a softwarefailure.

Check for multimedia card errors on the diagnostic screen thatappears immediately after the system boots. If the multimedia cardfunctions properly, then investigate the software area; check theEvent Viewer for information on software failures.

The system starts, butdisplays the followingerror message: PXE-E61Media failure;please check cable

This is a critical message that appears when the ELAN or CLANcable is not plugged in.

Ensure that the ELAN and CLAN cables are properly plugged in.



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703t server 21

Trouble Action

The system starts up and,immediately after the videoinformation string displaysan error message suchas the following: PCIvendor ID does notmatch the Device ID.

This is not a critical error message.

In CallPilot 3.0, this trouble has been fixed by upgrading the BIOS.

For previous CallPilot releases, ensure that the Ethernet controllersare enabled in the BIOS. The error message can appear, forexample, when one of the Ethernet controllers is disabled in theBIOS.

The system board displaysan error message in redand does not start up.

This is a Management Controller failure. This failure is serious andoccurs because a board in the system was replaced, but the serverwas not shut down and unplugged.

You must unplug the power cord when swapping boards to avoidcausing server damage. When the error message appears, shutdown the server, unplug the power cord, wait for a minute, and thenplug the cord back in. If this action does not remedy the trouble,call Nortel support.

SCSI troubleshooting

Trouble Action

The system does notscan the Adaptec SCSIcontroller BIOS startup. Noinformation on the SCSIcontroller is displayedduring startup.

The SCSI controller is disabled in the BIOS.

Open the BIOS and enable the Adaptec SCSI controller.

The tape drive is detectedduring startup, but not inthe operating system. Asa result, no backup can beperformed.

The SCSI controller is configured as a RAID system.

Press Ctrl+A at startup to open the SCSI main menu and proceedas follows, depending on your CallPilot release:

• CallPilot 3.0 and up (new systems): ensure that the HostRAIDoption is set to Disabled in the SCSI settings.

• CallPilot 2.x: ensure that the HostRAID setting is set to EnableHostRAID.



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RAID troubleshooting

Trouble Action

The system boots andgenerates beeps.

One or more logical drives is in critical mode (one of the drives isin FAIL condition).

Rebuild the drives. If the drive rebuilding is unsuccessful, replacethe drives.

The system does not detectthe RAID card.

The RAID card can be defective. Check the LEDs on the back ofthe card. If more than four LEDs are on, the RAID card is defectiveor the incorrect RAID firmware is used. Refer to either the 703t,1002rp, 1005r or 600r Server Maintenance and Diagnostics guidefor valid RAID firmware.

• Ensure the RAID card is seated in the slot and the cables areconnected to the disk drives.

• Replace the RAID card.

The system detects theRAID card, does not boot,and attempts to boot fromthe network.

The logical hard drive that has the booting partition is offline or bothphysical drives on the booting logical drive are faulty.

• Press Ctrl+M at startup to open the MegaRAID BIOSConfiguration utility.

• Recreate the RAID pack without initialization.

• Restart the server.

If the drives were offline, this action restores their functionality. If thissolution does not remedy the trouble, replace the defective drives.

Note: If you brought the hard drives offline deliberately or performeda RAID splitting operation, then you must not recreate the RAID packwithout initialization.



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MPB96 board troubleshooting 23

Trouble Action

The system does notrebuild a new drive installedto replace a faulty drive.

When you replace a defective drive, the new drive must be largerthan the original drive. In this case, the system rebuilds the newdrive.

However, if the new drive is smaller than the original drive, it mustnot be smaller by more than 1 GB. If the new drive is smaller than theoriginal drive by less than 1 Gbyte, the GBWay setting in the Adapterproperties is disabled. Enable the GBWay setting and start a newRAID configuration. Because starting a new RAID configurationerases the existing data, back up the system before proceeding.

The system does not rebuild a drive if an incorrect combination ofoperating system utility and RAID firmware is used on your system.Refer to either the 703t, 1002rp, 1005r or 600r Server Maintenanceand Diagnostics guide for valid RAID firmware.

Note: Non-supported combinations of operating system utility andRAID firmware can corrupt your system and prevent drives fromrebuilding.

The system doesnot rebuild the driveautomatically after youreplaced a faulty drive.

The Automatic rebuild feature is disabled in the BIOS on the 703tplatform. Initiate the rebuilding process manually in the WindowsMegaRAID utility.

MPB96 board troubleshootingThe following section describes the tools that you can use to troubleshootthe MPB96 board.

FWChecker.bat

ATTENTIONRisk of data lossThe FWChecker.bat tool is packaged with the dbg128.exe utility. Do not use thedbg128.exe outside the FWChecker.bat tool. You can destabilize or crash yoursystem, and lose data.

The FWChecker.bat tool checks the FPGA firmware on the MPB96 board.The dbg128.exe file must be present in the same directory so that you canrun the to be able to run the FWChecker.bat tool. Two versions of theFWChecker.bat tool are available:

• CallPilot 3.0: version 2.0, September 2004



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• CallPilot 2.0x: version 1.0, May 2003

The CallPilot system contains two types of FPGA firmware.

FPGA firmware Description

PCI FPGA The version format of the PCI FPGA firmware follows an internalnaming convention established to facilitate the tracking of the cardrelease. The tool displays the version in hexadecimal format asfollows: xPxx yyaNN, where

• x must be 0

• P represents the PCI slot: 8 for 3.3V PCI slot and 0 for 5V PCIslot

• yy designates the board release: 07

• NN is the firmware release; as NN is currently 17, the releasenumber for the GA is a17

If the release number is 080007a17, then the board operatescorrectly. If the release is shown as a17 only, then the board isplugged into the incorrect slot (5V PCI slot). If the PCI FPGAfirmware releases do not match, you must return the board to thefactory for update.

DSP FPGA The version of the DSP FPGA firmware is displayed in hexadecimalformat and must match the current release as displayed by theFWChecker.bat tool. You can upgrade the DSP FPGA firmwareusing the supplied software tools, such as the hardware abstractionlayer (HAL) tool.

XRay MonitorThis tool opens all the MPB96 board registers. In certain cases, you canreset the registers to the startup state.

You need two utilities to run the XRay Monitor tool: Nbhaltswcmd.exe andnbhaltswmon.exe.

Use the XRay Monitor tool as follows:

Step Action

1 Launch Nbhaltswcmd.exe.

2 Select option c (MPB96).

3 Select option m (XRay Monitor)



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4 Select the board number; that is, the slot in which the board isinstalled (for example, 4 for a 703t system connected to a Meridian 1switch).

5 Select option 5 (500 ms polling time)

Result: The system launches the nbhaltswmon.exe utility anddisplays a screen containing all the MPB96 registers. The status ofthe registers indicates the status of the card. You can interpret thecard status by reading the bit significance in the MPB96 Unifieddocument.

The following examples illustrate the interpretation of register status:

—End—

Register Remarks

Link in/Link out If all the parameters are set to 0, then no connection is made inthe time switch memory.

PLL control If the value displayed ends with 311 or 226, the board is configuredas slave; that is, it takes Voice bus clocking from a card configuredas master. If any other value is displayed, then the board isconfigured incorrectly.

PLL status The typical value for a working system is 0x40077003. For example,if the value starts with 0x402xxxxx, then a target abort operationoccurred on the PCI bus. The card does not work properly. If thevalues of the last four digits change, check the green LEDs onthe back of the card. The changing values indicate that the DS30connection is not stable or was lost

PCI firmware This register indicates the version of the board and the type of slotin which the board is plugged (5V or 3.3V). For example, a typicalvalue is 0x80000a16, which indicates that the board is plugged intoa 3.3V slot (slot 8). For the 5V slot type, the value is 0; this indicatesthat the card is plugged into the wrong slot. The firmware versionis a16, which indicates a release 1 board.

DSP TA These registers have values when a target abort operation occurredon a particular DSP. The DSP TA registers contain only zeroeswhen the card operates normally.

Dbg128.exe

ATTENTIONRisk of data lossIf you use the dbg128.exe utility without fully understanding its functions, you candestabilize your system and cause a system crash or data corruption. Use thistool only under the supervision of the Design team.



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The dbg128.exe is an extremely powerful tool designed for debugging theMPB96 board. It can replace all the preceding tools and provide full controlover all the MPB96 registers and memory.

Windows and CallPilot hardware troubleshooting

Trouble symptom Action

The system beeps, butseems to be runningproperly and taking calls.

This is a RAID card beep indicating that one of the drives does notfunction properly. Do not shut down the system.

• Open the MegaRAID Client (CallPilot 2.x) or Power ConsolePlus (CallPilot 3.x) utility, and check which drive is marked asDead.

• Rebuild the drive marked as Dead.

If the rebuild is unsuccessful, ensure that the other drive is working,then shut down the system and replace the drive marked as Dead.

The system displays a bluescreen with the followingmessage: HardwareMalfunction, pleasecontact your H/Wvendor.

The system does not takecalls.

Check the release of the MPB96 board. The blue screen appearsif the MPB96 board release is 5 or earlier, and the version of thesystem BIOS is other that P07, build 64.

If the MPB96 board release is 6 or later, the system BIOS release isirrelevant.

Update the MPB96 board to release 6 or later to solve this trouble.

All DSP diagnostics fail atsystem startup.

Shut down the server and open the lid. Turn on the server andcheck if the PCI LED on the MPB96 board is still on after startup.If the LED is still on, then shut down the server, reseat the board,and then turn on the server again.

• If the LED is still on, the board is defective and must be replaced.

• If the LED goes on and then off, but the DSP and CTbusFPGA LEDs are still on after the system booted completely tothe operating system, then check the HAL and ensure that allits components are working properly. If the HAL componentsfunction properly, then at least one of the ctbus.mcs or dsp.mcsfiles is corrupted. Replace these files and reboot the system. Ifthe PCI LED still stays on, then the MPB96 board is defectiveand must be replaced.



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The system starts up, butattempts to boot to theoperating system from thenetwork.

Shut down the server and open the lid. Turn on the server andcheck the RAID controller LEDs. If more than four LEDs stay onafter the startup, then the problem is related to the RAID controller.

• Shut down the system.

• Reseat the RAID controller.

• Reboot the system.

If these actions do not resolve the trouble, then the RAID card isdefective and must be replaced.

The system ELAN orCLAN are not working,even though they aredetected and displayedin the operating systemcontrol panel.

Enable the NIC controllers in the BIOS.

The system displaysan error message afterCallPilot languages havebeen installed.

There is an older version of the RAID controller firmware. Upgradethe RAID firmware to a currently support version. Refer to either the703t, 1002rp, 1005r or 600r Server Maintenance and Diagnosticsguide for valid RAID firmware.

The HAL does not detectthe MPB96 board. All theDSPs report failures in thediagnostic window.

The MPB96 board is not installed in the correct slot.

• Refer to the 703t Server Hardware Installation guide for thecorrect number of the slot in which the MPB96 board must beinstalled.

• Shut down the system.

• Install the MPB96 board in the proper slot.

The system does notdetect the MPB96 boardafter CallPilot has beenmigrated from an earlierplatform.

• Check if the system is detected correctly in the HAL; that is, ifthe platform information file matches your system information.

• If the platform information and the system information do notmatch, then load the correct platform information file into theregistry.



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The system detects theMPB96 board only partially,and Configuration Wizarddoes not run.

The MPB96 board is configured incorrectly from the clocking pointof view.

Contact your Nortel support representative for assistance.

The system detects theMPB96 board, but doesnot load correctly the DSPinformation at startup.

The cache.bin file in the D:\nortel\hardware\dsp\c52\ folder iscorrupted.

Rerun the Configuration Wizard to reflash the DSPs.

1002rp serverThe LEDs indicate the state of your server and can help you troubleshootstartup problems. The following tables provide useful information on theexternal and internal LEDs.

External LEDs


Fan fault Two LEDs at the front of the server indicating the status of the fans

Disk activity Six LEDs at the front of the server indicating the status of the diskdrives

Pwr spply Indicates the status of the power supply

Fan Indicates that the fan functions normally

Power on Indicates that the server is on

Over temp The temperature inside the server is above the safety threshold.This LED indicates that both fans are faulty.

Fault Comes on when the Pwr spply, Over temp or Fan fault LED come on.

MPB96 DS30 link LEDs(three green LEDs locatedon the card bracket andvisible from the back of theserver)

When these LEDs are on, all three DS30 connections are workingproperly and the cables are connected correctly. If one or moreLEDs is off, one of the following conditions is present:

• One or more connections to the switch is interrupted. Checkeach of the three branches of the DS30 cable for faults, orreplace the cable.




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Network interface card(NIC) LEDs

Each NIC has two LEDs:



Internal LEDs


MPB16-4 board LED The five LEDs at the top of the MPB16-4 board are visible throughthe grill at the back of the server.

• The four DSP Power On LEDs come on when the CallPilotdrivers are loaded, right before the diagnostic screen starts.If these LEDs are not on after the system has booted to theoperating system and the diagnostic screen has started, thenone of the following conditions can be present:

— The board is faulty and must be replaced.

— The CallPilot DSP and the NTBus drivers do not functionproperly.

— The DSP card to which the LED belongs is faulty.

• The PCI FPGA Done LED (the farthest from the card bracket)comes on briefly at startup. If this LED stays on after systemstartup, then the MPB16-4 card is faulty and must be replaced.

MPB96 board LEDs The three red LEDs at the top of the MPB96 board are visiblethrough the grill at the back of the server.

• The PCI FPGA Done LED (the closest to the card I/O bracket)comes on at startup and turns off immediately. This indicatesthat the board works properly and was detected correctly bythe system. If this LED stays on after the startup, the card isdefective and must be replaced.

• The DSP FPGA Done LED comes on at startup and stays onuntil the CallPilot drivers are loaded and the diagnostic screen isdisplayed. If the LED stays on after the operating system has



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started and the CallPilot diagnostic screen has appeared, thenthe MPB96 board is defective or the DSP and NTBus driversdo not function properly.


RAID controller LEDs The RAID card has one red LED and eight small LEDs on the back.When the card works properly, the red LED comes briefly on atstartup; this indicates that the card was accessed for detection. Atthe same time, all eight LEDs at the back come on, and then halfof them turn off and stay off. Four LEDs lit at the back of the cardindicate that the card works properly. If all eight LEDs stay on afterstartup and boot, the card was not detected or is defective.

BIOS beep codesDuring the power-on self test (POST) routines performed each time that thesystem is powered on, various errors can occur.

Error type Description

Non-fatal error In most cases, these error allow the system to continue the bootupprocess. Error messages normally appear on the screen.

Fatal error These errors do not allow the system to continue the bootup process.

The following table describes the errors communicated by beeps.

Beepcount

Message Description

1 Refresh Failure The memory refresh circuitry of the processor board isfaulty.

2 Parity error A parity error was detected in the base memory (the firstblock of 64 kbytes of the system).

3 Base 64KB Memory Failure A memory failure occurred in the first 64 KB of memory.

4 Timer Not Operational A memory failure occurred in the first 64 KB of memory, orTimer #1 on the processor board failed to function properly

5 Processor Error The CPU on the processor board generated an error.

6 8042 - Gate A20 Failure The keyboard controller (8042) contains the Gate A20switch, which allows the CPU to operate in protectedmode. This error message means that the BIOS is notable to switch the CPU in the protected mode.



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Beepcount

Message Description

7 Processor ExceptionInterrupt Error

The CPU on the processor board generated an exceptioninterrupt.

8 Display MemoryRead/Write Error

The system video adapter is missing, or its memory isfaulty.

Note: This error is not fatal.

9 ROM Checksum Error The ROM checksum value does not match the valueencoded in the BIOS.



The system appears dead.

• The server does notboot.

• The server emits nobeeps.

• The fans do not turn.

• Check if the power cord is properly plugged in the power outlet.If the system is a direct current (dc) version, the power cablescan be reversed; ensure that the polarity of the cables is correct.

• Ensure that the breaker corresponding to the cable is in the ONposition.

• Ensure that the correct type of cable is used, depending on thetype of power supply (ac or dc).

• Check if other equipment plugged in the same power outletworks.

Note: If the fans are turning, but the system emits no beeps, check ifthe monitor is turned on.

Check if the two LEDs on the power supplies (at the back of theserver) are on or red.

• If the LEDs are not on, check the power supply fuse.

• If the LEDs are on and red, one or both power supplies is notplugged in or plugged in incorrectly, or the connection pins onthe power supplies are bent or missing.



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The system does notstart, but emits beeps. Noinformation is displayed onscreen.

Identify the type of beeps that your system emitted.

• The system board beeps are usually short; their pattern isidentified in the 1002rp Server Maintenance and Diagnosticsguide (NN44200-300). The system board beeps are usually notassociated with information displayed on screen.

• The RAID beeps emitted by the system at startup are associatedwith messages indicating that the system is in a critical state.The RAID beeps are high-pitched and long. Press Ctrl+M atstartup to open the MegaRAID BIOS Configuration utility andcheck for a faulty or disconnected drive.The system also emits RAID beeps when a RAID splittingprocedure is performed. However, these beeps do not indicatea fault condition.

• A continuous high-pitched beep indicates a chassis conditionand is usually associated with a LED lit on the front of thechassis (power supply, fan, or over temperature).

If the power supply is the cause of the beep, look at the backof the server and identify the defective power supply (the LEDis red or off). The power supply can be plugged in incorrectly.Unplug the power cord, check the pins, and plug the cord backin. If the condition persists, replace the power supply.

If a fan is defective, replace it. You can hot-swap the fans.

The over temperature condition appears when both fans arefaulty.

• Sets of 1 through 11 intermittent beeps indicate faults associatedwith the following hardware.

The system displaysinformation on screen,emits long beeps separatedby pauses, but does notboot to the operatingsystem.

These are typical RAID beeps. If the system does not boot, one ofthe following conditions can be present:

• One cable or both cables from the hard drives are disconnectedor improperly connected.

• One or both drives are faulty.

In special situations, the NVRAM contents and drive configurationwere lost. The data is still there, but the system beeps and showsthat both drives are faulty. Perform a data recovery by configuringthe drives as indicated in the 1002rp Server Maintenance andDiagnostics guide, without initializing the logical drives. Open the



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Ctrl+M utility at startup, and ensure that the RAID setup matchesthe settings indicated in the 1002rp Server Maintenance andDiagnostics guide.

The system boots to theoperating system andbeeps intermittently.

ATTENTIONDo not reboot your system!This symptom typically indicates a RAID problem: one of thehard drives is in critical condition. Rebuild the drives as soonas your system boots to the operating system. If the driverebuilding does not work, then the drive is defective and mustbe replaced.

Use the Ctrl+M or MegaRAID utility to remedy the trouble asindicated in the 1002rp Server Maintenance and Diagnosticsguide. Do not disable the alarm. You can silence the alarm inthe utility instead.

The system displayinformation on the screen,but does not boot to theoperating system. Thestartup routine stopsafter the RAID status isdisplayed; the cursor blinkson the screen.

The system BIOS is configured incorrectly. The setting"Chipset\Allow card to trap INT19" is set to Yes. Reboot, open theBIOS and set the setting "Chipset\Allow card to trap INT19" to No.Ensure that all the BIOS settings are as indicated in the 1002rpServer Maintenance and Diagnostics guide.

The system displaysinformation on screen,but does not boot to theoperating system anddoes not detect the RAIDcontroller card.

One of the following conditions affects the system:

• The RAID controller is defective—more than four LEDs at theback of the card are on.

• The PCI bridge that drives the first four PCI slots on whichthe RAID card resides is defective, or the bridge pins aredisconnected or short-circuited.

Replace the RAID card. Refer to either the 703t or 1002rp ServerMaintenance and Diagnostics guide for valid RAID configurations.

If this action does not remedy the trouble, move the RAID card intothe next set of four PCI slots and reboot the system.



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• If the system boots correctly, consider replacing the PCIbackplane because it is only partially functional.

• If the system does not boot correctly, replace the PCI backplane.

Note: Each set of four slots is controlled by a different PCI bridge.When you move the RAID card to the next set of four PCI slots, youtry to determine if the PCI bridge that controls the set of four PCI slotsin which the card was initially installed is defective.

The system boots, but thekeyboard or the mouse orboth are not functional.

The Y cable is connected incorrectly or is not the cable that Nortelshipped with the system. The Y cable can also be plugged inimproperly.

The system does not bootto CallPilot.

This symptom can indicate a multimedia card failure or a softwarefailure.

Check for multimedia card errors on the diagnostic screen thatappears immediately after the system is rebooted. If the multimediacard functions properly, then investigate the software area; checkthe Event Viewer for information on software failures.

The RAID controllercard displays SCSI IDsfrom 0 to 6 for the harddrives, although they areconfigured on differentchannels.

The jumpers of the SCSI drive backplane are installed. Removethe jumpers. The displayed SCSI IDs must be from 0 to 2 on bothchannels.

The RAID controllerdisplays the drives on thesecond section as being onchannel 1 (the establishedchannels are 1 and 2).

The SCSI cables that connect the RAID controller card and theSCSI drive backplane are inverted. Power down the system andreconnect the cables so that they match the channels as indicated inthe 1002rp Server Maintenance and Diagnostics guide. The RAIDcontroller performs channel roaming without losing data.



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1002rp server 35


The Ethernet controllersare enabled and detected,but the ping commandfails when used to checknetwork resources.

• Open a DOS command prompt window.

• Type ipconfig /all.

The ipconfig command displays the MAC addresses. If the MACaddresses are missing or have the same value, then they are notprogrammed. Return the SBC card to the factory.

The software featurekey adapter (dongle) isinstalled properly, butCallPilot cannot detect it.

• Ensure that the software feature key adapter is plugged into theparallel port. The DS30 connector on the adjacent MPB16-4board is similar to the parallel port and can be confused with it.

• Ensure that all the flat cables inside the server have the redstripe towards the end of the chassis. Reinstall any cable whosered stripe is not in this position.

• Check the parallel port settings in the BIOS. No IRQ must beassigned to the parallel port.

If you performed all the preceding tasks and CallPilot still does notdetect your software feature key adapter, return the board to thefactory.

SCSI troubleshooting

Trouble Action

The system BIOS doesnot scan the AdaptecSCSI controller at startup(no SCSI controller isreferenced).

The SCSI controller is disabled in the system BIOS.

Open the system BIOS at startup and enable the SCSI controller.

The tape drive driver isloaded but is not detectedand does not work.

The cause of this trouble can be one of the following:

• The tape drive is disconnected.

• The SCSI controller is disabled in the BIOS.

• The tape drive SCSI ID is set to 7



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Trouble Action


Trouble Action

The system boots but emitsbeeps.

One or more logical drives are in critical mode (one of the drivesis in FAIL condition). Rebuild the drives. If the drive rebuilding isunsuccessful, replace the drive.

The system does not detectthe RAID card.

The RAID card can be defective. Check the LEDs on the back ofthe card. If more than four LEDs are lit, the RAID card or the PCIbackplane is faulty.

The system detects theRAID card but does notboot and attempts to bootfrom the network.

The logical hard drive that has the booting partition is offline or bothphysical drives on the booting logical drive are faulty.

• Press Ctrl+M at startup to open the configuration utility.

• Recreate the RAID pack without initialization.

• Restart the server.

If the drives were just offline, this action restores their functionality.If this solution does not remedy the trouble, replace the defectivedrives.

Note 1: If a drive is defective, the RAID utility determines the drive condition and marks the drive asFAIL. Hot-swap the drive with a good one and then rebuild the drive. If you suspect that a drive isfaulty, simply remove it and replace it with a good drive.

Note 2: New 1002rp systems do not automatically rebuild a drive that replaced a faulty drive markedas FAIL. You must rebuild the drive manually.

Note 3: On older 1002rp systems, the Autorebuild option is enabled by default in the RAID firmware.Check this option and disable it before proceeding with RAID operations.



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1002rp server 37

Trouble Action

The system does notrebuild a new drive installedto replace a faulty drive.

When you replace a defective drive, the new drive must be largerthan the original drive. In this case, the system rebuilds the newdrive.

However, if the new drive is smaller than the original drive, it mustnot be smaller by more than 1 Gbyte. If the new drive is smaller thanthe original drive by less than 1 Gbyte, the GBWay setting in theAdapter properties is disabled. Enable the GBWay setting and starta new RAID configuration. Since starting a new RAID configurationerases the existing data, back up the system before proceeding.

The system does not rebuild a drive if an incorrect combinationof operating system utility and RAID firmware is used on yoursystem. Refer to either the 703t or 1002rp Server Maintenance andDiagnostics guide for valid RAID configurations.

Note: Non-supported combinations of operating system utility andRAID firmware can corrupt your system and prevent drives fromrebuilding.

The system does notrebuild a new drive (a littlesmaller than the originaldrive) installed to replace afaulty drive.

The 1 Gbyte setting in the RAID Adapter properties is disabled.Enable the 1 Gbyte setting and start a new RAID configuration.Because starting a new RAID configuration erases the existing data,back up the system before proceeding.

The system doesnot rebuild the driveautomatically after youreplaced a faulty drive.

The system rebuilds a drive only if a change in the drive status ismade (after a SCSI scan). You must access the drive to initiate aSCSI scan. The system does not start rebuilding the drive unlessyou access the drive. Initiate a drive rebuild manually using theMegaRAID utility.

Note 1: If a drive is defective, the RAID utility determines the drive condition and marks the drive asFAIL. Hot-swap the drive with a good one and then rebuild the drive. If you suspect that a drive isfaulty, simply remove it and replace it with a good drive.

Note 2: New 1002rp systems do not automatically rebuild a drive that replaced a faulty drive markedas FAIL. You must rebuild the drive manually.

Note 3: On older 1002rp systems, the Autorebuild option is enabled by default in the RAID firmware.Check this option and disable it before proceeding with RAID operations.



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MPB16-4 board troubleshooting

Trouble Action

The CallPilot Diagnosticstool reports that all or someof the DSPs have failed.

Ensure that the release of your board is 05 or later.

If you have more than one MPB16-4 board in the server, ensure thatthe SCBus cable is present and properly connected.

CallPilot starts up, but voiceservices are not available.

You have more than one MPB16-4 board on your system. Ensurethat the DS30X cable is connected to the correct MPB16-4 board.

CallPilot works, butthe voice qualityis low—T1/SMDIconfigurations only.

• Ensure that the release of the MPB16-4 board(s) is 05 or later.

• Ensure that the SCBus cable is not defective.

CallPilot works, butno voice services areavailable—T1/SMDIconfigurations only.

Ensure that the PEC of your MPB16-4 board(s) is NTRH20BA.

Note: The T1/SMDI systems do not work with CallPilot systemsequipped with NTRH20AB MPB16-4 boards.

The Configuration Wizardfails programming theDSPs.

• Ensure that the latest CallPilot PEPs are installed on yoursystem.

• Ensure that no utility (such as Dspmon) that can access theDSPs is running. The Nbhalnda utility (in the CallPilot tools)cannot program DSPs accessed by more than one application.

The system does notread some MPC8 cards,displays DSP errors orhangs at login.

• Check the MPC8 cards and replace the defective ones.

• Check the MPC8 socket pins on the carrier board and ensurethat they are not bent.

• Ensure that the MPC8 cards are plugged in properly. Do notforce the MPC8 cards backwards in the slots.



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1002rp server 39


Trouble Action

The system beeps butotherwise seems to berunning properly and takingcalls.

This is a RAID card beep indicating that one of the drives does notfunction properly. Do not shut down the system.

• Open the MegaRAID utility and check which drive is marked asDead.

• Rebuild the drive marked as Dead.

• If the drive rebuild is not successful, ensure that the other driveis functioning correctly.

• Power down the system and replace the drive marked as Dead.

Voice services from theMeridian 1 switch are notavailable after an upgrade.

• Ensure that the MGate card PEC is NTRB18CA or later.

• Ensure that the version of the MPB16-4 board is 05 or later.

The system stops takingcalls after a powerfullightning storm.

The DS30 part of the system is affected. Replace the MGate cardto which the MPB16-4 board is connected.

The system plays voiceprompts but does notrecord messages(T1/SMDIconfigurations only).

Ensure that your system has the latest version of the Ctbus.mcs file.This file is located in the D:\nortel\hardware\board\m96\ folder.

The system is affected bythe following symptoms:frame slips, cracklingvoice, fax dots, and alarms(T1/SMDI configurationsonly).

Ensure that the MPB16-4 board is release 5 or later.

Ensure that the cable used for the T1 connection is supplied byNortel and is not a category 4 or 5 cable.

Ensure that the SCBus or CTBus cable is not defective.



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Trouble Action


Ensure that the MPB16-4 boards are release 5 or later.

Ensure that the PCI backplane does not have Intel PCI bridge chips.

Shut down the server and open the lid. Power up the server andcheck if the PCI LED on the MPB16-4 board is still on after startup.If the LED still stays on, shut down the server and replace the board.

If the PCI LED comes on at system startup and then turns off, butthe other four green LEDs are still off after the system booted to theoperating system, check the HAL and ensure that all its componentsare working properly. If the HAL components are working properly,one or more MPC8 cards can be defective. Replace the defectiveMPC8 cards.

If your system has two MPB16-4 boards and both have the samesymptoms, ensure that the correct driver is installed.

If only one MPB16-4 board seems to be defective, swap the boards.If the presumed defective board works after the swapping, then thePCI backplane is defective and you must replace it. If the presumeddefective board does not work, then you must replace it.

All the DSPs and DS30links are reported as "Allbusy", but the monitorshows that the resourcesare only partially busy(Option 11 Meridian 1configurations only).

The switch and the CallPilot system do not have the same groundconnection. Ensure that both systems are plugged into the samepower outlet and connected to a single-point ground reference.

The system starts up butattempts to boot to theoperating system from thenetwork.

The RAID packs are either not configured or degraded. The RAIDsystem is not operational. Proceed as follows:

• Power down the system, plug the RAID card into the next set offour PCI slots and then turn on the system. If the system bootscorrectly to the operating system, then the PCI backplane isdefective and you must replace it.

• Power down the system, open the server lid and turn on thesystem. If more than four lights remain on, the RAID controller isfaulty. Power down the system, reseat the controller card, andturn on the system. If this action does not remedy the trouble,then the RAID controller card is defective and you must replaceit.



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1005r server 41

Trouble Action

The system ELAN orCLAN are not working,even though they aredetected and displayedin the operating systemcontrol panel.

Enable the NIC controllers in the BIOS, and ensure that the BIOSsettings are correct.

Open a DOS command prompt window and type ipconfig /all.The ipconfig command displays the MAC addresses. If the MACaddresses are missing or are the same, the MAC addresses are notprogrammed. Return the SBC card to the factory.

The hard drives haveintermittent problems andmedia errors.

Provide the serial number to Nortel support to check if your drive isstill covered by the warranty. The serial number provides the historyof the hard drive.

Open the RAID utility and check the status of each drive by lookingat the logical level and physical level. Ensure that no media orsurface errors are present.

Open the Checkdisk utility in the operating system and run it todetect other type of hard drive errors.

Ensure that the firmware version of the RAID controller is valid.Refer to either the 703t or 1002rp Server Maintenance andDiagnostics guide for valid RAID configurations.

1005r serverThe 1005r server is based on an Intel Langley Irwindale server platform withadvanced self-troubleshooting mechanisms. You can troubleshoot errorsby observing multiple areas:

• Visual – front or rear panel LEDs

• Audio or Sound – beeps or increased fan noise pitch

• Software – remotely using network intelligent modules (SNMP and/orevent logs).

If the system is powered on, you can access error reporting using theCallPilot image CD/DVD SEL viewer tool (if the system does not boot intoWindows). This tool reports all hardware events and saves them as a textfile on a USB media.



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Server LEDsThe LEDs indicate the state of your server and can help you troubleshootstartup problems. The following tables provide useful information about theexternal and internal LEDs.

Front panel LEDs

LED Functional Description

CRT A critical system fault is an error or event that has a fatal system impact. Thesystem cannot continue to operate.

MJR A major system fault is an error or event that has a discernible impact onsystem operation. The system can continue to operate but with reducedperformance or features.

MNR A minor system fault is an error or event that has little impact on systemoperation. The system continues to operate.

PWR A power supply fault indicates that one of the power supplies is not providingpower. The MJR LED is also lit.

External LEDs


MPB96 DS30 link LEDs(three green LEDslocated on the cardbracket and visible fromthe back of the server)

When these LEDs are on, all three DS30 connections are workingproperly and the cables are connected correctly. If one or more LEDsare off, one of the following conditions is present:

• One or more connections to the switch are interrupted. Checkeach of the three branches of the DS30 cable for faults, or replacethe cable.


NIC LEDs Each network interface card (NIC) has two LEDs:



Power supply LEDs Each power supply has its own LED:

• OFF = system or power supply is off or faulty

• Red/Amber = power supply is faulty or cable is disconnected

• Green = power supply is working correctly and powered on



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1005r server 43

Internal LEDs


MPB96 board LEDs The three red LEDs at the top of the MPB96 board are visible throughthe grill at the back of the server.

• The PCI FPGA Done LED (the closest to the card I/O bracket)comes on at startup and turns off immediately. This indicatesthat the board works properly and was detected correctly by thesystem. If this LED stays on after the startup, the card is defectiveand must be replaced.

• The DSP FPGA Done LED comes on at startup and stays onuntil the CallPilot drivers are loaded and the diagnostic screenappears. If the LED stays on after the operating system starts andthe CallPilot diagnostic screen appears, then the MPB96 board isdefective or the DSP and NTBus drivers do not function properly.


POST beep codesIf an error occurs before video initialization, the POST emits beep codesthat indicate errors in hardware, software, or firmware.

A beep code is a series of separate tones, each equal in length. Record thebeep code sequence before calling Nortel technical support.

Beep count Description

1, 2, or 3 A Memory error occurred. Reseat the memory or replace the DIMMs withknown good modules.

4 – 7 or 9 – 11 A fatal error occurred and indicates a possible serious system problem.Remove all the add-in cards and restart the system. If the error stilloccurs, contact Nortel support. If the beep codes are not generated afteryou remove the add-in cards, insert the cards one at a time, booting thesystem between each card addition, until the beeps again occur to revealthe malfunctioning card.

8 A problem with the onboard video card occurred indicating a fault on theserver board.

BIOS error messagesWhen a recoverable error occurs during the POST, the BIOS displays anerror message describing the problem.



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BIOS error messages appear on the video monitor. Refer to the followingtable for a description of the messages.

Error message Description

GA20 Error An error occurred with Gate A20 when switching to protectedmode during the memory test.

Pri Master HDD Error

Pri Slave HDD Error

Sec Master HDD Error

Sec Slave HDD Error

The system could not read the sector from the correspondingdrive.

ATAPI Incompatible Drive

• Pri Master Drive

• Pri Slave Drive

• Sec Master Drive

• Sec Slave Drive

The corresponding drive is not an ATAPI (Advanced TechnologyAttachment Packet Interface) device. Run Setup to make surethe device is selected correctly.

A: Drive Error No response from the disk drive.

CMOS Battery Low The battery is losing power. Replace the battery soon.

CMOS Display Type Wron The display type is different from that stored in CMOS. CheckSetup to make sure the type is correct.

CMOS Checksum Bad The CMOS checksum is incorrect. CMOS memory can becorrupted. Run Setup to reset the values.

CMOS Settings Wrong The CMOS values are not the same as the last boot. Either thesevalues are corrupted or the battery failed.

CMOS Date/Time Not Set The time or date values stored in CMOS are invalid. Run Setupto set the correct values.

DMA Error An error occurred during the read/write test of the DMA (DirectMemory Access) controller.

FDC Failure An FDC Failure error occurred while trying to access the diskettedrive controller.

HDC Failure An error occurred trying to access the hard disk controller.

Checking NVRAM.... The NVRAM (Non-Volatile Random Access Memory) is beingchecked to see if it is valid.

Update OK! The NVRAM is invalid and has been updated.

Updated Failed The NVRAM is invalid and cannot be updated.

Keyboard Error An error occurred in the keyboard connection. Make sure thekeyboard is connected properly.

KB/Interface Error The keyboard interface test failed.



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1005r server 45

Memory Size Decreased The memory size has decreased since the last boot. If you havenot removed any memory, then the memory may be faulty.

Memory Size Increased The memory size has increased since the last boot. If you havenot added any memory, there is a problem with the system.

Memory Size Changed The memory size has changed since the last boot. If you did notadd or remove any memory, then the memory may be faulty.

No Boot Device Available The system did not find a device to boot from.

Off Board Parity Error A parity error occurred on an offboard card. This error is followedby the card address.

On Board Parity Error A parity error occurred in onboard memory. This error is followedby the card address.

Parity Error A parity error occurred in onboard memory at an unknownaddress.

NVRAM / CMOS /PASSWORD cleared byJumper

NVRAM, CMOS, and passwords have been cleared. Power thesystem down and remove the jumper.

<CTRL_N> Pressed The CMOS is ignored and NVRAM is cleared. You must enterSetup.



The system boots, the fans turn at high speedbut do not return to normal speed. The systemis extremely noisy.

Two possible causes are:

• One or more fans are faulty and you needto replace the fan module. For instructions,see the 1005r Server Maintenance andDiagnostics Guide (NN44200-704).

• An IMM module is faulty or incorrectlyprogrammed. Reflash the system boardF/W with Nortel-approved BMC andFRU/SDR and try again.

If neither of the above actions resolves theproblem, replace the server (as the IMM boardis a non-FRU item).

The system boots and beeps, but there is novideo. (In some cases a red LED appears onthe front cover).

Refer to the error and beep codes or contactNortel at http://www.nortel.com/support

The system boots but a red CRT LED and anamber PWR LED appears.

One power supply is faulty, or the AC cable isunplugged (or faulty).



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The system boots but PCI errors appear or fillthe screen.

Ensure the PCI raiser assembly is plugged incorrectly, aligned, and firmly pressed into theslot. You must complete the reseating with theserver out of the rack and on a solid surface.Ensure the power cable is plugged in.

The system boots, but a blue screen appears. Ensure the PCI raiser assembly is plugged incorrectly, aligned, and firmly pressed into theslot. You must complete the reseating with theserver out of the rack and on a solid surface.

The system boots, but does not detect the RAIDcard.

Ensure the PCI raiser assembly is plugged incorrectly, aligned, and firmly pressed into theslot. You must complete the reseating with theserver out of the rack and on a solid surface.

The system (with only one MPB96 card) boots,but stops with a PCI error.

The MPB96 card is not plugged in to the topfull-sized slot (slot FS1; FS=full sized).

The system boots, but does not report that onepower supply is disconnected or that the cableis unplugged. The front panel LEDs do notdisplay in multiple colors.

The system does not have the correct Nortelcustomized FRU/SDR firmware, or the firmwarewas loaded while these components weredisconnected.

Ensure all of the power supplies are plugged inand connected to the AC and the system is fullyconfigured. Run the system board firmwareand BIOS upgrade using the CallPilot imageCD/DVD. Ensure the BIOS settings are verifiedafter this procedure.

During an upgrade, the upgrade wizard statesthat the processor configuration is incorrect.

Ensure the BIOS settings are correct (includingthe hyper-threading setting) and that bothprocessors are working properly.

The system starts to boot but two red linesappear at the bottom of the screen and themessage cannot be read.

The server recovered from a system error(processor internal IERR error). To clear theresulting error message from the log, performthe following steps:1. Reboot the system.

2. Press F2 so that the system boots into theBIOS.

3. Set Re-test to Enabled in the BIOS underAdvanced Processor Configuration > Processor.

4. Exit BIOS and power down.

5. Disconnect both power cords for about1 minute to allow the complete reset of thefirmware module.

6. Re-connect the power cords.

7. Power on the system.



.

1005r server 47

8. Boot into service.

During startup, a message indicates that theSystem Event Log is full and the log must becleared.

This is an unusual situation and appears onlyif the server was booted many times. Viewthe log before clearing it. See the 1005rHardware Maintenance and Diagnostics guideNN44200-704 for viewing and clearing theSystem Event Log.

After startup, the Intel Server Manager reportsthat one of the processors is disabled. Thiscauses the system processes to slow down.

1. Power down the server.

2. Disconnect the power cord and wait 2minutes.

3. Connect the power cord.

4. Power up the server.

SCSI and tape drive troubleshooting

Trouble Action

The SLR external tape drive was hot pluggedbut does not appear in the device manager.

Select a device within the Windows devicemanager and then select Action > Rescan. Thedrive should be detected. If not, ensure thecorrect driver is installed.

If this does not resolve the problem, ensure theexternal drive is powered up and not faulty.

Observe the LED codes on the tape drive forerrors pertaining to the tape drive only.

The tape drive is plugged in correctly, but thesystem experiences errors. (The drive cannotbe re-tensioned or go offline randomly).

The tape drive may have been plugged intothe RAID external SCSI adaptor instead ofthe SCSI adaptor. Plug the tape into thecorrect connector at the back of the server. Forinstructions, see the 1005r Server HardwareInstallation Guide (NN44200-308).


Trouble Action

The system boots but does not detect the RAIDcard.


The system boots and detects the RAID cardbut does not boot into Windows.

Check if any, or all, of the drives are offline.Re-create or repair the RAID packs.



.


The system boots but one of the drive LEDs onthe front panel is amber.

The RAID is split, or one of the drives is faultyor offline. Replace or rebuild the drive.No action is required if this is due to a voluntaryRAID split.

A drive fails and the replacement does notrebuild.

The RAID card settings are incorrect. Thecoercion algorithm is not set to 1 GB.

ATTENTIONYou must complete a full system rebuild toreconfigure the RAID cards to the correctcoercion algorithm.

The system is not rebuilding a drive or it returnsan error after the rebuild is initiated.

The hard drive is faulty. Check the driverversion or the power console version.

After a failed upgrade, both drives are broughtoffline to return to a previous CallPilot release,but the system displays a blue screen.

Do not use the power console to bring bothdrives offline. Use the Ctrl+M utility.If you disable both hard drives while in Windows,the system crashes.

Dongle troubleshooting

Trouble Action

The dongle is plugged into the USB slot and isdetected in the device manager but CallPilotdoes not recognize it.

Ensure the dongle is in USB slot 0, and not inslot 1 or 2.

The dongle is plugged into USB slot 0 but is notvisible in the device manager. CallPilot alsodoes not detect it.

The dongle holder is not plugged in correctly, orit is defective. Replace it and keep the button.Also, ensure the button is not installedbackward. For installation instructions, seethe 1005r Server Hardware Installation Guide(NN44200-308).


Trouble Action

The system beeps, but seemsto be running properly andtaking calls.

This is a RAID card beep indicating that one of the drives doesnot function properly. Do not shut down the system.Open the Power Console Plus (CallPilot 3.x) utility, and checkwhich drive is marked as Dead.

Rebuild the drive marked as Dead.

If the rebuild is unsuccessful, ensure that the other drive isworking, and then shut down the system and replace the drivemarked as Dead.



.

1005r server 49

The system displays a bluescreen with the followingmessage: HardwareMalfunction, please contactyour H/W vendor. The systemdoes not take calls.

Ensure the MPB96 board is release 5 or later.


Shut down the server and open the lid. Turn on the server andcheck if the PCI LED on the MPB96 board is still on after startup.If the LED is still on, then shut down the server, reseat the board,and then turn on the server again.

• If the LED is still on, the board is defective and must bereplaced.

• If the LED goes on and then off, but the DSP and CTbusFPGA LEDs are still on after the system boots completely tothe operating system, then check the HAL and ensure that allits components are working properly. If the HAL componentsfunction properly, then at least one of the ctbus.mcs ordsp.mcs files is corrupted. Replace these files and reboot thesystem. If the PCI LED still stays on, then the MPB96 boardis defective and must be replaced.

The system starts up, butattempts to boot to theoperating system from thenetwork.

The RAID card was not detected due to improper seating duringPCI assembly. Remove the system from the rack and placeit on a table. Re-seat the PCI assembly by securely pushing itinto place. Ensure the slots and studs at the back are properlyaligned.

The system ELAN or CLAN isnot working, even though theyare detected and displayed inthe operating system controlpanel.


The system displays anerror message after CallPilotlanguages are installed.

There is an older version of the RAID controller firmware.Upgrade the RAID firmware to a currently supported version. Forinformation about valid RAID firmware, see the 1005r ServerMaintenance and Diagnostics guide.

The HAL does not detect theMPB96 board. All the DSPsreport failures in the diagnosticwindow.

By looking at the LEDs, ensure the MPB96 is not faulty. SeeMPB96 board LEDs on page.

The system does not detectthe MPB96 board afterCallPilot is migrated from anearlier platform.

• Check if the system is detected correctly in the HAL; that is, ifthe platform information file matches your system information.

• If the platform information and the system information do notmatch, then load the correct platform information file into theregistry.



.


The system detects theMPB96 board only partially,and Configuration Wizarddoes not run.

The MPB96 board is configured incorrectly from the clockingpoint of view.Contact your Nortel support representative for assistance.

The system detects theMPB96 board, but doesnot correctly load the DSPinformation at startup.

The cache.bin file in the D:\nortel\hardware\dsp\c52\ folder iscorrupted.Rerun the Configuration Wizard to reflash the DSPs.

600r serverThe 600r server is based on an Intel Chesnee server platform withadvanced self-troubleshooting mechanisms. You can troubleshoot errorsby observing multiple areas:

• Visual – front or rear panel LEDs

• Audio or Sound – beeps or increased fan noise pitch

• Software – remotely using network intelligent modules (SNMP and/orevent logs).

If the system is powered on, you can access error reporting using theCallPilot image CD/DVD SEL viewer tool (if the system does not boot intoWindows). This tool reports all hardware events and saves them as a textfile on a USB media.

Server LEDsThe LEDs indicate the state of your server and can help you troubleshootstartup problems. The following tables provide useful information about theexternal and internal LEDs.

Front panel LEDs

LED Functional Description

CRT A critical system fault is an error or event thathas a fatal system impact. The system cannotcontinue to operate.

MJR A major system fault is an error or event thathas a discernible impact on system operation.The system can continue to operate but withreduced performance or features.



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600r server 51

MNR A minor system fault is an error or event thathas little impact on system operation. Thesystem continues to operate.

PWR A power supply fault indicates that one of thepower supplies is not providing power. TheMJR LED is also lit.

External LEDs


MPB96 DS30 link LEDs (three green LEDslocated on the card bracket and visible from theback of the server)

When these LEDs are on, all three DS30connections are working properly and thecables are connected correctly. If one or moreLEDs are off, one of the following conditions ispresent:

• One or more connections to the switchare interrupted. Check each of the threebranches of the DS30 cable for faults, orreplace the cable.


NIC LEDs Each network interface card (NIC) has twoLEDs:

• The upper LED shows that the networkcable is connected.

• The lower LED blinks to indicate datatransfer.

Power supply LED The power supply has its own LED:

• OFF = system or power supply is off orfaulty

• Red/Amber = power supply is faulty orcable is disconnected

• Green = power supply is working correctlyand powered on



.


Internal LEDs


MPB96 board LEDs The three red LEDs at the top of the MPB96 board are visible throughthe grill at the back of the server.

• The PCI FPGA Done LED (the closest to the card I/O bracket)comes on at startup and turns off immediately. This indicatesthat the board works properly and was detected correctly by thesystem. If this LED stays on after the startup, the card is defectiveand must be replaced.

• The DSP FPGA Done LED comes on at startup and stays onuntil the CallPilot drivers are loaded and the diagnostic screenappears. If the LED stays on after the operating system starts andthe CallPilot diagnostic screen appears, then the MPB96 board isdefective or the DSP and NTBus drivers do not function properly.


POST Beep CodesIf an error occurs before video initialization, the POST emits beep codesthat indicate errors in hardware, software, or firmware.

A beep code is a series of separate tones, each equal in length. Record thebeep code sequence before calling Nortel technical support.

Beep count Description

1, 2, or 3 A Memory error occurred. Reseat the memoryor replace the DIMMs with known goodmodules.

4 – 7 or 9 – 11 A fatal error occurred and indicates a possibleserious system problem. Remove all the add-incards and restart the system. If the error stilloccurs, contact Nortel support. If the beepcodes are not generated after you removethe add-in cards, insert the cards one at atime, booting the system between each cardaddition, until the beeps again occur to revealthe malfunctioning card.

8 A problem with the onboard video card occurredindicating a fault on the server board.



.

600r server 53

BIOS error messagesWhen a recoverable error occurs during the POST, the BIOS displays anerror message describing the problem.

BIOS error messages appear on the video monitor. Refer to the followingtable for a description of the messages.

Error message Description

GA20 Error An error occurred with Gate A20 when switchingto protected mode during the memory test.

Pri Master HDD Error

Pri Slave HDD Error

The system could not read the sector from thecorresponding drive.

ATAPI Incompatible Drive

• Pri Master Drive

• Pri Slave Drive

The corresponding drive is not an ATAPI(Advanced Technology Attachment PacketInterface) device. Run Setup to make sure thedevice is selected correctly.

A: Drive Error No response from the disk drive.

CMOS Battery Low The battery is losing power. Replace the batterysoon.

CMOS Display Type Wron The display type is different from that stored inCMOS. Check Setup to make sure the type iscorrect.

CMOS Checksum Bad The CMOS checksum is incorrect. CMOSmemory can be corrupted. Run Setup to resetthe values.

CMOS Settings Wrong The CMOS values are not the same as the lastboot. Either these values are corrupted or thebattery failed.

CMOS Date/Time Not Set The time or date values stored in CMOS areinvalid. Run Setup to set the correct values.

DMA Error An error occurred during the read/write test ofthe DMA (Direct Memory Access) controller.

FDC Failure An FDC Failure error occurred while trying toaccess the diskette drive controller.

HDC Failure An error occurred trying to access the hard diskcontroller.

Checking NVRAM.... The NVRAM (Non-Volatile Random AccessMemory) is being checked to see if it is valid.

Update OK! The NVRAM is invalid and has been updated.

Updated Failed The NVRAM is invalid and cannot be updated.

Keyboard Error An error occurred in the keyboard connection.Make sure the keyboard is connected properly.



.


KB/Interface Error The keyboard interface test failed.

Memory Size Decreased The memory size has decreased since the lastboot. If you have not removed any memory,then the memory may be faulty.

Memory Size Increased The memory size has increased since the lastboot. If you have not added any memory, thereis a problem with the system.

Memory Size Changed The memory size has changed since the lastboot. If you did not add or remove any memory,then the memory may be faulty.

No Boot Device Available The system did not find a device to boot from.

Off Board Parity Error A parity error occurred on an offboard card.This error is followed by the card address.

On Board Parity Error A parity error occurred in onboard memory.This error is followed by the card address.

Parity Error A parity error occurred in onboard memory atan unknown address.

NVRAM / CMOS / PASSWORD cleared byJumper

NVRAM, CMOS, and passwords have beencleared. Power the system down and removethe jumper.

<CTRL_N> Pressed The CMOS is ignored and NVRAM is cleared.You must enter Setup.



The system boots, the fans turn at high speedbut do not return to normal speed. The systemis extremely noisy.

Two possible causes are:

• One or more fans are faulty and you needto replace the fan module. For instructions,see the 600r Server Maintenance andDiagnostics Guide (NN44200-703).

• Reflash the system board F/W withNortel-approved BMC and FRU/SDR andtry again.

If neither of the above actions resolves theproblem, replace the server.

The system boots and beeps, but there is novideo. (In some cases a red LED appears onthe front cover).

Refer to the error and beep codes or contactNortel at http://www.nortel.com/support



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600r server 55

The system boots but a red CRT LED and anamber PWR LED appears.

One power supply is faulty, or the AC cable isunplugged (or faulty).

The system boots but PCI errors appear or fillthe screen.

Ensure the PCI raiser assembly is plugged incorrectly, aligned, and firmly pressed into theslot. You must complete the reseating with theserver out of the rack and on a solid surface.Ensure the power cable is plugged in.

The system boots, but a blue screen appears. Ensure the PCI raiser assembly is plugged incorrectly, aligned, and firmly pressed into theslot. You must complete the reseating with theserver out of the rack and on a solid surface.

During an upgrade, the upgrade wizard statesthat the processor configuration is incorrect.

Ensure the BIOS settings are correct (includingthe hyper-threading setting).

The system starts to boot but two red linesappear at the bottom of the screen and themessage cannot be read.

The server recovered from a system error(processor internal IERR error). To clear theresulting error message from the log, go to theprocessor menu in BIOS and set the processorre-test to enabled.

During startup, a message indicates that theSystem Event Log is full and the log must becleared.

This is an unusual situation and appears only ifthe server was booted many times. View the logbefore clearing it. See the 600r Maintenanceand Diagnostics guide NN44200-703 forviewing and clearing the System Event Log.

Server appears to boot but cannot find the harddrive.

This is likely due to the absence of the SCSIterminator on the back of the server. If thetape drive is plugged in, ensure it has the SCSIterminator installed.

SCSI and tape drive troubleshooting

Trouble Action

The SLR external tape drive is plugged in but isnot recognized by the device manager.

Select a device within the Windows devicemanager and then select Action > Rescan. Thedrive should be detected. If not, ensure thecorrect driver is installed.

If this does not resolve the problem, ensure theexternal drive is powered up and not faulty.

Observe the LED codes on the tape drive forerrors pertaining to the tape drive only.



.


Ensure the SCSI tape drive has the externalSCSI terminator installed.

The tape drive is plugged in correctly, but thesystem experiences errors. (The drive cannotbe re-tensioned or go offline randomly).

The tape drive may have been plugged intothe RAID external SCSI adaptor instead ofthe SCSI adaptor. Plug the tape into thecorrect connector at the back of the server. Forinstructions, see the 600r Server HardwareInstallation Guide (NN44200-307).


Trouble Action

The system boots but does not detect the RAIDcard.


The system boots and detects the RAID cardbut does not boot into Windows.

Check if any, or all, of the drives are offline.Re-create or repair the RAID packs.

The system boots but one of the drive LEDs onthe front panel is amber.

The RAID is split, or one of the drives is faultyor offline. Replace or rebuild the drive.No action is required if this is due to a voluntaryRAID split.

A drive fails and the replacement does notrebuild.

The RAID card settings are incorrect. Thecoercion algorithm is not set to 1 GB.

ATTENTIONYou must complete a full system rebuild toreconfigure the RAID cards to the correctcoercion algorithm.

The system is not rebuilding a drive or it returnsan error after the rebuild is initiated.

The hard drive is faulty. Check the driverversion or the power console version.

After a failed upgrade, both drives are broughtoffline to return to a previous CallPilot release,but the system displays a blue screen.

Do not use the power console to bring bothdrives offline. Use the Ctrl+M utility.If you disable both hard drives while in Windows,the system crashes.



.

600r server 57

Dongle troubleshooting

Trouble Action

The dongle is plugged into the USB slot and isdetected in the device manager but CallPilotdoes not recognize it.

Ensure the dongle is in USB slot 0, and not inslot 1 or 2.

The dongle is plugged into USB slot 0 but is notvisible in the device manager. CallPilot alsodoes not detect it.

The dongle holder is not plugged in correctly, orit is defective. Replace it and keep the button.Also, ensure the button is not installedbackward. For installation instructions, seethe 600r Server Hardware Installation Guide(NN44200-307).


Trouble Action

The system beeps, but seems to be runningproperly and taking calls.

This is a RAID card beep indicating that one ofthe drives does not function properly. Do notshut down the system.Open the Power Console Plus (CallPilot 3.x)utility, and check which drive is marked asDead.

Rebuild the drive marked as Dead.

If the rebuild is unsuccessful, ensure that theother drive is working, and then shut down thesystem and replace the drive marked as Dead.

The system displays a blue screen with thefollowing message: Hardware Malfunction,please contact your H/W vendor. The systemdoes not take calls.

Ensure the MPB96 board is release 5 or later.

All DSP diagnostics fail at system startup. Shut down the server and open the lid. Turnon the server and check if the PCI LED on theMPB96 board is still on after startup. If the LEDis still on, then shut down the server, reseat theboard, and then turn on the server again.

• If the LED is still on, the board is defectiveand must be replaced.

• If the LED goes on and then off, but theDSP and CTbus FPGA LEDs are still onafter the system boots completely to theoperating system, then check the HAL andensure that all its components are workingproperly. If the HAL components functionproperly, then at least one of the ctbus.mcsor dsp.mcs files is corrupted. Replace



.


these files and reboot the system. If the PCILED still stays on, then the MPB96 board isdefective and must be replaced.

The system starts up, but attempts to boot tothe operating system from the network.

The RAID card was not detected due toimproper seating during PCI assembly.Remove the system from the rack and placeit on a table. Re-seat the PCI assembly bysecurely pushing it into place. Ensure the slotsand studs at the back are properly aligned.

The system ELAN or CLAN is not working, eventhough they are detected and displayed in theoperating system control panel.


The system displays an error message afterCallPilot languages are installed.

There is an older version of the RAID controllerfirmware. Upgrade the RAID firmware to acurrently supported version. For informationabout valid RAID firmware, see the 1005rServer Maintenance and Diagnostics guide.

The HAL does not detect the MPB96 board.All the DSPs report failures in the diagnosticwindow.

By looking at the LEDs, ensure the MPB96 isnot faulty. See MPB96 board LEDs on page.

The system does not detect the MPB96 boardafter CallPilot is migrated from an earlierplatform.

• Check if the system is detected correctly inthe HAL; that is, if the platform informationfile matches your system information.

• If the platform information and the systeminformation do not match, then load thecorrect platform information file into theregistry.

The system detects the MPB96 board onlypartially, and Configuration Wizard does notrun.

The MPB96 board is configured incorrectly fromthe clocking point of view.Contact your Nortel support representative forassistance.

The system detects the MPB96 board, butdoes not correctly load the DSP information atstartup.

The cache.bin file in the D:\nortel\hardware\dsp\c52\ folder is corrupted.Rerun the Configuration Wizard to reflash theDSPs.



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59

Chapter 4Network troubleshooting

In this chapter"Check cabling" (page 59)

"Check end-to-end connectivity" (page 59)

"Check network adapters and driver installation" (page 59)

"Check TCP/IP configuration" (page 60)

"Test the TCP/IP" (page 82)

"Check event logs" (page 83)

Check cablingEnsure that the link LEDs at both ends of each Ethernet cable are on. Ifthe link LEDs are not on, then ensure that the cross-over cables are notbeing used in error. Try different cables if the link LEDs do not come on.Use proper cables rated for at least 100 Mb/s; for example, category 5 UTPcables.

Check end-to-end connectivityEnsure that any intermediate Ethernet switches or hubs, routers, andfirewalls are properly connected and configured.

Check network adapters and driver installation

Step Action

1 Start the Windows Device Manager:

a. Click Start > Settings >Control Panel.



.

60 Chapter 4 Network troubleshooting

b. Double-click System.

c. Click the Hardware tab.

d. Click Device Manager.

2 Expand the Network Adapters tree by clicking the plus sign (+) tothe left of this device entry.

Result: Two Ethernet adapters are displayed under NetworkAdapters.

3 Right-click the first network adapter, and then click Properties onthe shortcut menu.

Result: The network adapter Properties dialog box appears.

4 Depending on the information displayed in the Properties dialog boxof the network adapter, proceed as follows:

a. If the device is disabled, enable it.

b. If the device is not working properly, try reinstalling the devicedriver.

c. If you are unable to reinstall the device driver, a hardwareproblem can affect the adapter.

5 Perform steps 3 and 4 for the second network adapter.

—End—

Check TCP/IP configurationThe TCP/IP communication works only if the TCP/IP configuration is correct.Ensure that the subnet mask information is correct and that the defaultgateway address is on the same subnet.

The following procedure outlines the steps necessary for troubleshootingTCP/IP configuration issues. Ensure that all settings, as well as thevariables specific to your installation, are correct.

ATTENTIONDo not use the IP addresses and names shown in the illustrations. Use the valuesprovided by your network administrator.

Step Action

1 Click Start > Settings > Network and Dialup Connections.

Result: The Network Connections window appears.



.

Check TCP/IP configuration 61

2 Right-click CLAN, and then click Status on the shortcut menu.

Result:The following dialog box appears.

3 Click the Support tab.



.


4 Click Details.

Result:The following box appears.

5 Click Close.

6 Click Repair on the network adapter status dialog box




.


7 Click OK (this error is normal).

8 Click the General tab of the network adapter status dialog box, andthen click Properties.




.


9 Click the Internet Protocol (TCP/IP) entry to select it.



.


10 Click Properties.




.


11 Click Advanced.




.


12 Click the DNS tab. Check that the settings are correct for yourprivate network.



.


13 Click the WINS tab.



.


Note: WINS IP addresses must be entered for your privatenetwork.

14 Click the Options tab. Check that the settings are correct for yourprivate network.



.


15 Click Properties on the Options tab to display information aboutTCP/IP filtering. Check that the settings are correct for your privatenetwork.



.


16 Click Cancel to close the TCP/IP filtering dialog box.

17 Click Cancel to close the Advanced TCP/IP Settings dialog box.

18 Click the Authentication tab in the CLAN Properties dialog box.



.


19 Click the Advanced tab in the CLAN Properties dialog box.



.


20 Click the General tab in the CLAN Properties dialog box.



.


21 Click Configure.

Result: The Ethernet adapter Properties dialog box appears.



.


22 Click the Advanced tab.



.


The default property values in the Advanced tab differ according tothe link and CallPilot platform used. The following tables provide thedefault values for different cases.

Note: Other values can work and can be acceptable undercertain circumstances.

201i Intel 8255xER PCI adapter (CLAN and ELAN) default advancedproperty values

Property Value

Duplex AutoDetect

IPv4* Priority Tag Disabled

IPv4* VLAN Tag ID 0

Receive Buffers 16



.


Property Value

Speed AutoDetect

Transmit ControlBlocks

8

703t Intel PRO/1000 MT network controller (CLAN) default advancedproperty values

Property Value

Fast TransmitCompletion

On

Flow Control Both on

Link Speed &Duplex

AutoDetect

Locally Administered Address

Not Present

Number ofCoalesce Buffers

128

Number of ReceiveBuffers

256

Number of Transmit Descriptors

256

Offload Receive IPchecksum

On

Offload ReceiveTSP checksum

On

Offload TCPSegmentation

On

Offload TransmitIP Checksum

On

Offload TransmitTCP Checksum

On

703t Intel 8255x-based PCI Ethernet adapter (10/100) [ELAN] defaultadvanced property values

Property Value

802.1p QoSPacket Tagging

Disabled

Checksum Enabled

Coalesce Buffers 8



.


Property Value

Flow ControlSettings

Off

IP Security Enabled

Large Send Enabled

Link Speed &Duplex

AutoDetect


Not Present

Receive Buffers 48

Security Associations

64

Smart Power Down Enabled


16

1002rp Intel 8255x-based PCI Ethernet adapter (10/100) [CLAN andELAN] default advanced property values

Property Value

802.1p QoSPacket Tagging

Disabled

Adaptive LinkResponse

Off

Coalesce Buffers 8

Flow ControlSettings

Off

Large Send Enabled

Link Speed &Duplex

AutoDetect


Not Present

Receive Buffers 48



.


Property Value

Smart Power Down Disabled


16

1005r Intel PRO/1000 MT Dual port Ethernet adaptor - default advancedproperty values

Property Value

Adaptive Inter-Frame Spacing Enabled

Enable PME OS controlled

Express Teaming Teaming disabled

Flow Control Generate and Respond

Interrupt Moderation Rate Adaptive

Jumbo Frames Disabled

Link Speed and Duplex Auto Detect

Locally Administered Address Not present

Log Link State Event Enabled

Offload Receive IP Checksum On

Offload Receive TCP Checksum On

Offload TCP Segmentation On

Offload Transmit IP Checksum On

Offload Transmit TCP Checksum On

Qos Packet Tagging Disabled

Receive Descriptors 256

Transmit Descriptors 256

Wait for Link Auto Detect

Wake on Link Settings Disabled

Wake on Settings OS Controlled

600r Intel PRO/1000 MT and Intel PRO/1000 CT port Ethernet adaptor -default advanced property values

Adaptive Inter-Frame Spacing Disabled

Enable PME No action

Flow Control Generate and respond

Gigabit Master Slave Mode Hardware default

Interrupt Moderation Rate Hardware default



.


Jumbo Frames Disabled

Link Speed and Duplex Auto detect

Locally Administered Address Not present

Log Link State Event Enabled

Offload Receive IP Checksum On

Offload Receive TCP Checksum On

Offload TCP Segmentation On

Offload Transmit IP Checksum On

Offload Transmit TCP Checksum On

Qos Packet Tagging Disabled

Receive Descriptors 256

Smart Power Down Hardware default

Transmit Descriptors 256

Wake on Link Settings Disabled

Wake on Settings OS controlled

23 Click the Driver tab. Check that the settings are correct for yourprivate network.



.


24 Click the Resources tab.Check that the settings are correct for yourprivate network.



.


25 Perform steps 2 through 22 for the ELAN adapter.

—End—

Test the TCP/IP

Step Action

1 Open a Command Prompt window.

2 Type ipconfig/all to display the network settings.



.

Check event logs 83

3 Use the ping command to check if other IP addresses are reachable.For example, ping the IP address of the switch.

Note: Do not type the IP address shown in the precedingillustration. Use the IP address of your switch.

—End—

Check event logsCheck the system log for problems that occur when protocols are initializedafter a reboot.

To access the event logs, click Start → Programs → Administrative Tools,and double-click Event Viewer.



.


Errors in the networking configuration can result in System log eventsshortly after the system boots up. Look for events with values in the Sourcecolumn such as E100B (the Intel Pro 100 adapter) and Tcpip. For example,if a duplicate IP address or a duplicate computer name is present on thenetwork, the system issues event logs and networking does not workproperly. The following illustration shows the Event Viewer window.

Double-click an event to display the Information Properties dialog box. Thefollowing illustrations are examples of Information Properties dialog boxes.



.

Check event logs 85



.


Checking the SCSI speed for RAID controllersCheck SCSI channel speed if there are issues with the hard drive. Beforeshutting down and after rebooting, check the previous power up negotiatedspeed using Power Console Windows Utility. If the speed shown is anythingelse but Maximum or 160M or if Asynchronous displays, there is a seriousissue with the SCSI chain. This could be either a bad termination, SCSIbackplane, cable or a drive is about to fail. Additionally, you shouldimmediately check the media errors on the same menu. The Asynchronousspeed is usually accompanied by media errors and sense error keys inthe logs.

SCSI speed is negotiated when the system powers up. Warm Rebootingwill not trigger a re-negotiation.

Check the SCSI speed setting of 160M using the CTRL+M utility. This willrestart the system.



.

Checking the SCSI speed for RAID controllers 87

To check the SCSI speed

Step Action

1 Start the system and press CTRL+M when prompted during systemstartup. The CTRL+M utility can take up to one minute to launch with1L37 firmware. The system can appear frozen. Do not reset.

2 From the Objects menu, select Adapter > Other AdapterInformation.

The SCSI speed is displayed here.

—End—



.




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89

Chapter 5Routing and remote accesstroubleshooting


"Modem" (page 90)

"Routing and Remote Access" (page 99)

"Symantec pcAnywhere" (page 109)

"Microsoft Remote Desktop Connection (RDC)" (page 112)

GeneralFollow these general steps to connect remotely to a CallPilot server.

1. Use dial-up networking on a Windows client PC to dial into the CallPilotserver and establish a TCP/IP connection over the dial-up modem link.

2. Start a Symantec pcAnywhere session over the established TCP/IPconnection.

The remote connection functions properly only if the following componentsare correctly configured:

• the modem

• the Routing and Remote Access Service (RRAS) in Windows 2003

• the pcAnywhere host



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90 Chapter 5 Routing and remote access troubleshooting

ModemThe preliminary modem troubleshooting routine consists of ensuring that:

• The modem is functioning and ready to accept calls.

• The modem is properly connected to the COM1 serial port, or the USBport for the 1005r.

• The modem is connected to an analog telephone line.

Recognizing that the modem is functioningThe modem is functioning and ready to accept calls if both the CarrierSense (CS) and Terminal Ready (TR) lamps are lit.

The CS light comes on when the modem is turned on. The TR lamp maynot be lit after the following events:

• The modem is disconnected or turned off when CallPilot is rebooted.

• The modem is turned off and on, or is disconnected and reconnectedfrom the power supply while in operation.

CallPilot rebooted and modem disconnected or turned offPerform the following steps to bring the modem into service:

Step Action

1 From the desktop, right-click on My Computer → Manage → DeviceManager.

Result: The list of devices appears.

2 Locate the Modem in the list. If Modems are not listed, right-click onthe top device (the computer name) and select Scan for hardwarechanges.

Result: The screen flashes a couple of times and the list of Modemsappears.

3 The TR lamp is now lit and the modem ready to accept calls.

—End—

Modem disconnected or turned off while in operationPerform the following steps to bring the modem into service:

Step Action

1 From the desktop, right-click on My Computer → Manage → DeviceManager.



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Modem 91

Result: The list of devices appears.

2 Locate the Modem in the list.

If Modems are not listed:

a. Right- click on the top device (the computer name) and selectScan for hardware changes.

Result: The screen flashes a couple of times and the list ofModems appears.

If Modems are listed:

b. Click + to expand the list. This makes the connected modemvisible.

c. Right-click on the active modem and select Disable driver.

Result: The message box Disabling this device will cause it tostop functioning... appears

d. Click the Yes button.

e. Right-click on the active modem and select Enable.

3 The TR lamp is now lit and the modem ready to accept calls.

—End—

Troubleshooting modem configurationThe following procedure outlines the steps necessary for troubleshootingmodem configuration issues. Ensure that all settings, as well as thevariables specific to your installation, are correct.

ATTENTIONDo not use the exact information shown in the illustrations. Use the valuesprovided by your network administrator.

Step Action

1 Click Start → Settings → Control Panel, and then double-click Phoneand Modem Options.

Result: The Phone and Modem Options dialog box appears.



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2 Click the Modems tab.



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Modem 93

3 Click Properties.

Result: The modem Properties dialog box appears.



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4 Click the Modem tab. Verify settings.



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Modem 95

5 Click the Diagnostics tab.



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6 Click Query Modem.

Result: After a delay of several seconds, the system displays theresponse from the modem. The following illustration indicates thatthe modem is working.



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Modem 97

7 Click the Advanced tab. Verify settings.



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8 Click the Driver tab. Verify settings.



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Routing and Remote Access 99

9 Click Close, and then close the Phone and Modem Options dialogbox.

—End—

Routing and Remote AccessThe following procedure walks you through the steps necessary fortroubleshooting RRAS issues in Windows 2003. Ensure that all settings, aswell as the variables specific to your installation (such as server names andIP addresses), are correct.

ATTENTIONThe illustrations show the default RRAS configuration. Under somecircumstances, other RRAS configurations can apply.



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Step Action

1 Start → Programs → Administrative Tools, and double-click Routingand Remote Access.

Result: The Routing and Remote Access Window appears.

2 Click the plus sign (+) to the left of the server name in the left paneto expand the tree.

3 Click General under IP Routing.

Result: The system displays general information associated with IPRouting in the right pane.

4 Click the ELAN entry to select it.

5 Use the slider at the bottom of the window to scroll to the right andview additional information.



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6 Click Remote Access Policies in the left pane.

7 Right-click Connections to Microsoft Routing and Remote Accessserver, and then click Properties on the shortcut menu.

Result: The following dialog box appears.



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8 Click Edit Profile.

Result: The Edit Dial-in Profile dialog box appears.



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9 Click the IP tab.



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10 Click OK to close the Edit Dial-in Profile dialog box.

11 Right-click the server name (in this example, cplab237a) in the leftpane of the Routing and Remote Access window, and then clickProperties on the shortcut menu.

Result: The server properties dialog box appears.



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12 Click the Security tab. Verify settings.



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13 Click the IP tab. Verify settings.



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14 Click the PPP tab. Verify settings.



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15 Click the Logging tab. Verify settings.



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Symantec pcAnywhere 109

16 Click OK to close the server properties dialog box, and then closethe Routing and Remote Access window.

—End—

Symantec pcAnywhereThe Symantec pcAnywhere must be running so that the remote connectionto a CallPilot server can be established. A blue-green square with a checkmark at the bottom right of the CallPilot local console indicates that thepcAnywhere is running

By default, CallPilot has a pcAnywhere host called CallPilot Support,predefined to start automatically every time that the system boots up.The following procedure presents the settings of the CallPilot SupportpcAnywhere host. Ensure that all the settings are correct.



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ATTENTIONThe illustrations show the default Symantec pcAnywhere configuration. Undersome circumstances, it can be useful to define the pcAnywhere host in other ways.

Step Action

1 Click Start → Programs → Symantec pcAnywhere.

Result: The Symantec pcAnywhere window appears.

2 Right-click CallPilot Support, and then click Properties on theshortcut menu.

Result: The host properties dialog box appears.

3 Click the Settings tab. Verify settings.



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Symantec pcAnywhere 111

4 Click the Callers tab. Verify settings.

5 Click the Security Options tab. Verify settings.



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6 Click Close, and then close the Symantec pcAnywhere window.

—End—

Microsoft Remote Desktop Connection (RDC)The Remote Desktop Client software is installed by default on WindowsXP Professional and on Windows Server 2003. However, the versionfor Windows Server 2003 is slightly different from the Windows XPversion. Obtain the Windows Server 2003 version of the Remote DesktopConnection Client from the Microsoft Web site.

Installing RDCRDC can be installed on client PCs running Windows 95, Windows 98,Windows ME, Windows NT 4, Windows 2000, or Windows XP using thefollowing procedure:

Step Action

1 Run the executable (msrdpcli.exe).

Result: InstallShield scans the computer to prepare installing theclient. When complete, the Welcome window appears.

2 Click Next to install.



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Enable remote desktop feature and set policy on host 113

Result: The End User License Agreement window appears.

3 Accept the terms of the agreement and click on Next.

Result: The Customer Information screen appears.

4 Type in your user name, organization, and click the Anyone whoUses this Computer button. Then click Next.

Result: The Ready to Install the Program screen appears.

5 Click Install.

Result: The Installing Remote Desktop Connection screen appears.A status bar shows installation progress. Once the installation iscomplete, the Install Shield Wizard Complete screen appears.

6 Click Finish to exit the install wizard.

—End—

Enable remote desktop feature and set policy on hostCallPilot server comes with the Remote Desktop server enabled andconfigured for use by default. If necessary, remote desktop access canbe enabled or disabled as follows:

Step Action

1 From the CallPilot server desktop, right-click My Computer, thenchoose Properties, and click on the Remote tab.

Result: The System Properties screen appears.



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2 Ensure the Allow users to connect remotely to this computer optionis selected. Click OK to close the window.

3 Open the Group Policy Snap-in to choose from the five optionsavailable for remote control settings. Open a command promptwindow by clicking Start → Run.

Result: The Open window appears.

4 Type gpedit.msc and click OK or press Enter.

Result: The Group Policy Object Editor window appears.



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Establish a RAS connection 115

5 On the left side of the window, expand Computer Configuration,Administrative Templates, Windows Components, and then selectTerminal Services.

6 On the right side of the window, double-click Sets Rules for RemoteControl Terminal Services User Sessions.

7 The Sets Rules for Remote Control Terminal Services User Sessionswindow appears.

8 Select Enabled to load options into the box.

9 The default and recommended setting for CallPilot is Enabled withFull Control without User’s Permission selected. This setting allowsfor RDC sessions without requiring interaction or consent from alocal console user.

Adjust the settings as required, and click OK to close the screen.

10 Click File → Close to close the Group Policy Object Editor.

—End—

Establish a RAS connectionIf the CallPilot server is not directly accessible from the Client PC throughan intranet or VPN, you must establish a Remote Access Service (RAS)connection.



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Step Action

1 Connect to the CallPilot server using Dial-Up Networking. Usethe NGenDist or NGenSys accounts because these accounts areenabled for dial-up access. You will need the password for theaccount.

Note: The details of using Dial-up Networking vary dependingon which version of Windows Operating System is running onthe Client PC. Refer to the CallPilot NTPs, Windows Help, orother Microsoft documentation for details.

2 Right-click the connection icon in the system tray and choose Status(or just double-click the icon).

Result: The RAS Status window appears.

3 To obtain the IP address, select the Details tab and read the ServerIP Address.

4 Click Close on the Dial-Up Networking Status window.

—End—



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Starting the Remote Desktop Client 117

Starting the Remote Desktop ClientPrivate Session (preferred method)

Use this method to perform the following tasks:

• Establish a private login session remotely, not visible from the serverconsole.

• Utilize the CallPilot Support Tools.

• Transfer files from local PC to the CallPilot server.

• Install a PEP/Service Update that interacts with the CallPilot database.

Note: If the local console is already logged in, it will get forcibly loggedout (unsaved data will be lost). Your actions will not be visible on thelocal console.

Step Action

1 From the client PC, start the Remote Desktop Connection forWindows Server 2003 Client. Select Start → Programs → RemoteDesktop Connection or Start → Programs → Accessories →Communications → Remote Desktop Connection.

Result: the Remote Desktop Connection window appears.

2 Enter the IP address followed by a space and the suffix /console.The suffix sets up a private session connected to the logical consoleof the CallPilot server. Click Options.

Note: For intranet or VPN connections, you can use thecomputer name instead of an IP address.

Result: The Options window appears.



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3 Type the IP address or computer name, a space, and the suffix/console.

4 Type the User name and Password.

5 Click the Local Resources tab.

Result: The Local Resources window appears.

6 Make the disk drives and printers from the client PC available on thetarget CallPilot server by entering these settings:

a. Select Remote Computer Sound → Leave at remote computer.

b. Select Keyboard → On the remote computer.

c. Select the local devices to be automatically connected.

Note: Disk Drives must be checked to allow the transfer of files(SU/PEP, logs, traces, and so on) to and from the CallPilot server.

7 Click the Display tab.

Result: The Display window appears.

8 Specify the screen size and colors for the remote desktop connectionby entering these recommended settings:

a. Select Remote Desktop Size → 800X600.

b. Select Color Depth → High Color (16 bit).

9 Click the Experience tab.

Result: The Experience window appears.



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10 Specify the connection speed (broadband or modem) that theconnection will be optimized for by entering these recommendedsettings:

a. Select Performance → Modem (28.8 Kbps).

b. Select Bitmap caching → Enabled.

11 Click Connect to create the remote desktop connection.

Result: The Security Warning window appears.

12 Click OK to continue.

Result: A remote desktop session starts in a window on the clientPC.

Note: You can maximize the window to make it full screen. TheCallPilot MAS Trace Window should be visible on the task bar.By default, this is a private session that cannot be seen from theCallPilot local console. All disk drives from the client (includingfloppy and CD drives) are mapped to the CallPilot server. Filescan be transferred by copying them using Windows Explorer.

If the RAS connection drops, the Remote Desktop Connectionwill be disconnected. You can dial back in to re-establish theRAS connection. Then reconnect using Remote Desktop Client.You will see any windows you left open.

—End—



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Shared Session (only if local console is logged on)Use this method in the following conditions:

• You need a shared login session to see exactly what is on the localconsole, and all tasks are visible from the server console. Use a sharedlogin during mentoring sessions or investigating an existing alarmmessage displayed on the console, and so on.)

• When the transfer of files between the local PC to the CallPilot serverwill not occur.

Step Action

1 From the client PC, start the Remote Desktop Connection forWindows Server 2003 Client. Select Start → Programs → RemoteDesktop Connection or Start → Programs → Accessories →Communications → Remote Desktop Connection.

Result: the Remote Desktop Connection window appears.

2 Enter the IP address. Click Options.

Result: The Options window appears.

3 Type in the IP address or computer name.

4 Type the User name and Password.

5 Click the Local Resources tab.

Result: The Local Resources window appears.



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6 Make the disk drives and printers from the client PC available on thetarget CallPilot server by entering these settings:

a. Select Remote Computer Sound → Leave at remote computer.

b. Select Keyboard → On the remote computer.

c. Select the local devices to be automatically connected.

Note 1: Disk drives must be checked to allow the transfer of files(SU/PEP, logs, traces, and so on) to and from the CallPilot server.

Note 2: While file transfer is not possible in a shared session,Nortel recommends that these settings still be selected.

7 Click the Display tab.

Result: The Display window appears.

8 Specify the screen size and colors for the remote desktop connectionby entering these recommended settings:

a. Select Remote Desktop Size → 800X600.

b. Select Color Depth → High Color (16 bit).

9 Click the Experience tab.

Result: The Experience window appears.

10 Specify the connection speed (broadband or modem) that theconnection will be optimized for by entering these recommendedsettings:

a. Select Performance → Modem (28.8 Kbps).

b. Select Bitmap caching → Enabled.

11 Click Connect to create the remote desktop connection.

Result: The Security Warning window appears.

12 Click OK to continue.

Result: A remote desktop session starts in a window on the clientPC.



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13 Within the Remote Desktop session:

a. Select Start → Run, then in the Open box type cmd and click OK.

b. In the command prompt window, type shadow 0 and pressEnter.

Result: This step puts your private session on hold and startsa shared session, allowing the local and remote consoles toshare/view the same screens. All your remote actions are visible onthe local console. Both the local and remote mouse and keyboardare active. The screen resolution of the Remote Desktop Connectionis adjusted to match the resolution of the local console. The diskdrives shared from the client PC are not visible after you enter theshadow 0 command.

14 The CallPilot desktop background is visible during a shared session.This visibility can slow performance if you are connected over amodem. You can turn off the background using Control Panel →Display → Desktop → None. Remember to set the background backto its original setting once your shared session is over.

Note: Browse to path: C:\windows\system32\CP3BackSplashs\CPBAKxxxx.bmp where xxxx = platform number.

15 Cancel shadowing of the CallPilot console and return to the originalsession. Hold down the CTRL key while pressing the * key on thenumeric keypad.



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CallPilot support tools 123

Result: The shared disk drives are again visible. You can toggleback and forth using shadow 0 and CTRL num *.

—End—

Notes:

If no numeric keypad exists (for example, using a laptop), use the Functionand * keys.

If you logout while in a shared session, console shadowing ends and yourevert to your initial private session. The local console session logs out.

PEP installs and CallPilot support tools may not work properly when you arein an unshadowed session not connected to the console.

While in a shadow 0 session, you are unable to see your local drives onthe remote server.

If the local console is not already logged on when the shadow 0 commandis used, the system returns the following error within the Command promptwindow:Remote Control Failed. Error 7050Error [7050]:The requested session cannot be controlledremotely. This may be because the session is disconnected ordoes not currently have a user logged on.

You can still connect to the console session by logging out from your RDCsession, then reconnecting using the /console option.

CallPilot support toolsCertain support tools and operations (including PEP installs) only workproperly when run from the logical console. MMFS and database operationscan only be done from the logical console session. These tools must be runusing either a private session connected to the console or by using a sharedsession. Once you cancel console shadowing, support tool operations maynot work unless you re-shadow.

If you wish to use support tools without the customer being able to see onthe console, use a private session. This private session logs out any localuser. You can start and stop Remote Desktop sessions without droppingthe RAS dial-up connection.

Note: PEP installs that perform database or MMFS operations may alsorequire use of a session connected to the console.



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There is no way to send the CTRL-ALT-DEL key combination. If you need toreboot the CallPilot server, use Start → Shutdown.

To disconnect, log out from the NGenDist session. Logging out closes anyprograms you started and terminates the Remote Desktop Client. You canthen hang up the RAS connection.

RAS dial-up required to establish RDCUnfortunately, it is not possible to use Remote Desktop directly through amodem. RAS dial-in must be working for this form of remote access to work.

Double-Hop remote controlA common support scenario is for one technician to dial in to a customer’sCallPilot server, then another technician controls the first technician’scomputer (for example, by intranet or VPN), thereby gaining access to thedial-up remote control session on CallPilot. For this operation to work, theintermediate computer’s Dial-Up Networking TCP/IP Settings must have thesetting Use default gateway on remote network unchecked.

Step Action

1 Double-click the Dial-up Networking connection icon in the systemtray.

2 The Status window appears.

3 Click the Properties button and then select the Networking tab.

Result: The RAS Dialout Properties, Networking window appears.

4 Highlight the Internet Protocol (TCP/IP) component and click theProperties button. Do not un-check Internet Protocol (TCP/IP).

Result: the Internet Protocol (TCP/IP) Properties window appears.

5 Click the Advanced button.

Result: The Advanced TCP/IP Settings screen appears.



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Double-Hop remote control 125

6 Uncheck Use default gateway on remote network. Click OK to closeall windows.

Result: The warning box appears with the following message:Since this connection is currently active, some settingwill not take effect until the next time you dial it.

7 Click OK.

8 Disconnect and re-connect to the remote server. The modifiedDefault gateway setting is now active.

—End—

Notes:

It is possible to use pcAnywhere to control a PC that is in turn connectedinto a CallPilot server through Remote Desktop Connection. However, theright keyboard shift key does not seem to work in this scenario, nor doesthe CAPS LOCK key. You must use the left shift key only to type uppercase characters. This is especially important when typing passwords. (Thisproblem was noted using pcAnywhere 10.5 and 11.01).



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Double-Hop remote control is also possible using two Remote DesktopConnections if the intermediate PC is running an operating system thatincludes the Remote Desktop Connections Server. This method is effectiveand functions optimally when both sessions are not in full-screen mode.Refrain from maximizing the Remote Desktop windows to see them nested.

Transferring files in Remote Desktop Connection sessionsBefore a file can be transferred between a local computer (the computerthat is launching the Remote Desktop Connection and making the remotesupport connection session) and the remote CallPilot server, the local diskdrives must be made available during the Remote Desktop Connectionlogon session.

Note: Make sure the Local devices settings include the local disk drivesto enable file transfer while in a Remote Desktop Connection session.

While in a session, moving files between the local computer and the remoteCallPilot server can be done within an Explorer window. If the Local devicessetting for disk drives was checked during the initial connection, the localdrives are displayed in the Other section as shown in the following example.

Terminal Server Maximum Connections Exceeded errorCallPilot supports a maximum of two remote sessions and one consolesession concurrently. If these limits are exceeded, you might receive theerror;The terminal server has exceeded the maximum number ofallowed connections.



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View or disconnect concurrent or previous stale sessions 127

If this occurs, it is still possible to make a connection without the need forlocal intervention. Use a private session to connect, forcing any local userto logout and allowing you to connect.

Disconnecting the Remote Desktop Connection sessionYou should not terminate a Remote Desktop Connection by clicking X onthe Remote Desktop Window. This action disconnects your session, but thesession continues to exist on the CallPilot server. Any programs you wererunning continue to run, and you can reconnect and see the same session.

Use one of these methods to log off:

Step Action

1 In the Remote Desktop Connection window, click Start → Log Off<username>.

Result: The Confirmation dialog box appears.

2 Click Log Off to exit the Remote Desktop Connection session.

—End—

Or

Step Action

1 In the Remote Desktop Connection window, click Start → Shutdown.

Result: The Shut Down Windows dialog box appears.

2 Select Log Off <username>, from What to do, and then click OK.

—End—

View or disconnect concurrent or previous stale sessionsMicrosoft Windows Terminal Services Manager provides the followingservices:

• The administrative user can view active or inactive sessions on theserver.

• Log off and/or disconnect any leftover sessions that are no longerneeded.

• Send messages to other sessions for messaging between users.



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To start the Terminal services Manager select Start → Programs →Administrative Tools → Terminal Services Manager.

Note: Similar functionality is also available from the Users tab of theTask Manager.

Result: The Terminal Services Manager window appears.

Switch between the Users and Sessions tabs.

Troubleshooting tipsSession disconnected unexpectedly

If you are in a private console session and another user takes away theconsole (either local to the server or another remote RDC session), theRemote Desktop Disconnected message appears.

Contact the site to arrange for access, or use a shared session and thenmessage the other user through Windows Terminal Services Manager orTask Manager.

Cannot connect using a private sessionWhen trying to establish a private session, the Server Name Specified isInvalid message appears.

If using an older version of Microsoft Remote Desktop Connection client,upgrade to the newer Windows 2003 RDC client (this document referencesversion control 5.2.3790.0). Check the RDC client version by right-clickingthe title bar and selecting About.

If the RDC client cannot readily be upgraded:



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Troubleshooting tips 129

Step Action

1 Open a command prompt window on your client PC.

2 Type mstsc /console and press Enter.

Result: The RDC connection window appears.

3 Type the IP address of the server into the Computer field and clickConnect.

—End—

Unable to transfer files to the remote CallPilot serverIf you cannot see local client PC files and folders from within the RDC clientsession, check for the following conditions:

• The Local Devices, Disk Drives option was not checked in the Optionswindow before connecting to the remote server in the RDC client.

• The CallPilot server is connected using a shared session. Files will notbe visible and, therefore, cannot be transferred.

When transferring files between the CallPilot server and RDC client PC,use a private session.

Connection to server is extremely slowThe RDC access speed is diminished if the Desktop Background settingis turned on.

In a private session, prior to connecting, select the Experience tab →Options → Desktop Background (unchecked).

In a shared session, after connecting and logging onto the server, right-clickon the Desktop, select Properties, then select the Desktop tab. In theBackground selection box, choose None.

Click OK to close either window.

Shared remote connection fails to startIf the local console is not already logged on when the shadow 0 commandis used, the system displays the following error:Error [7050]:The requested session cannot be controlledremotely. This may be because the session is disconnected ordoes not currently have a user logged on.

Connect to the console session using a private session. This method doesnot require a user to be logged on already.



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System monitor or support tools do not return valid or legibleinformation

If you connect to the CallPilot server using a shared session but do notissue the shadow 0 command, support tools and diagnostics that accessthe database, may return invalid results.

Use a private session or issue the shadow 0 commend when setting up ashared session.



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131

Chapter 6Application troubleshooting

In this chapter"Symptom 1: CallPilot answers calls, but voice services are not available"(page 132)

"Symptom 2: A user cannot log in to the mailbox from an external phone"(page 134)

"Symptom 3: Speech recognition does not work" (page 135)

"Symptom 4: Users cannot print or receive faxes" (page 136)

"Symptom 5: Symposium voice services do not work" (page 137)

"Symptom 6: Users cannot send messages to a telephone or a fax machinefrom Desktop Messaging or My C" (page 138)

"Symptom 7: Users cannot browse CallPilot Manager if the Encoding is setto Chinese Simplified (HZ) i" (page 139)

"Symptom 8: Users cannot access the CallPilot Manager login page from astandalone web server running" (page 140)

"Symptom 9: CallPilot Manager users cannot connect to the CallPilotserver" (page 142)



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132 Chapter 6 Application troubleshooting

Symptom 1: CallPilot answers calls, but voice services are not available

Diagnostic steps Resolution

Perform basic checks.

1 Check the DS30X cable connected tothe MGate card on the switch.

2 Check the MGate card.

3 Check if CallPilot is configured withthe correct TNs.

A Ensure that the DS30X cable is notdefective, the MGate card operatesproperly, and CallPilot is configuredwith the correct TNs.

Check the DS0s and DSPs. B If the DS0s and DSPs are not active,verify the switch configuration.

4 Check if the DS0s and DSPs are inservice and accepting calls. Referto the Server Maintenance andDiagnostics guide that applies to yourserver type.

C If the DS0s and DSPs are active,but voice services are not available,verify the prompt installation. Refer tothe Configuration and Testing Guidethat applies to your switch.

Verify the switch configuration.

5 In the switch administration console,load overlay 32 (LD 32) and verifythat the status of the defined DS0channels is either Idle or Login.

D If the channels were disabled, useoverlay 32 (LD 32) to enable them.Ensure that the channels werenot disabled because of a priormaintenance task.

Check the server IP address.

6 Check if the IP address of theCallPilot server has been changedsince the last restart.

E If the IP address was changed, shutdown and restart the CallPilot server.

Verify the MGate card version andplacement.

F If the MGate card has a differentpart number, replace it with anNTRB18CA card.

7 If the system uses an MGate card onan Option 11 switch, verify that:

• The MGate card has theNTRB18CA part number.

• The card is installed in the correctslot.

• The card from the I/O panel isinstalled correctly.

G If the MGate card is not installed inthe correct slot, then install it in aslot that is consistent with the switchprogramming requirements.



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133


Verify the prompt installation.

8 Open the installation log file in theD:\nortel\sysops\MPCX\langpromptsfolder.

9 Check the last line of the log file. Thelast line must be "Prompt Installationcompleted successfully."If you cannotverify that the prompts were installedsuccessfully, they were probably not.

Note: The log file name has theformat xxxx.log, where xxxx is theNortel Language ID; for example, 1033for US English. The Nortel LanguageID is specified in the cdstruct.lng file,which is located in the root directory ofthe language CD.

H Reinstall the prompts. Refer tothe Software Administration andMaintenance guide.

Verify the new configuration.

10 In the D:\nortel\langXXXX\voice\mapfolder, verify that the filesysmap.mxxxx exists, has the dateand time of the prompt installation,and has a reasonable size (more than5 KB).

11 Verify that all the .l files in theD:\nortel\langXXXX\voice\templatefolder have the date and time of theprompt installation.

12 Verify that the file imap_lng.txt existsin the D:\nortel\langXXXX\desktopfolder.

13 If the fax feature is installed, verifythat the six .cptemp and .bmp filesexist in the D:\nortel\langXXXX\faxfolder.

14 If the automatic speech recognition(ASR) language componentwas installed (or was plannedto be installed), verify that theD:\nortel\langxxxx\asr directory existsand contains three .ctx files, three.cfg files, and one .asr file.

I If any one of the verification stepsfails, you must reinstall the language.

Note: Even if all the checks are valid,it is still possible that the language wasnot installed correctly.



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Verify the new configuration (continued).

15 If the ASR language component wasinstalled, verify that the ASR load wasflashed in the DSP.

Verify that the names of the ASRload for a specific language are inthe flashnames.dat file, which canbe found in the root directory of thelanguage CD.

16 Verify that the MPB cables are notinstalled inverted on the tower andrack-mount systems.

J Install the cables correctly and thenretest.

17 Does the problem still exist? K Contact your Nortel technical supportrepresentative for assistance.

Symptom 2: A user cannot log in to the mailbox from an external phone


Verify internal access.

1 Check if the user can log in from aninternal phone.

A Log in to the CallPilot Manager andperform the following tasks:

• Connect to the server.

• Click User.

• Click User search.

• Enter the search criteria for theuser.

• Ensure that the Login status isenabled.

Verify user rights.

2 Check if the user has external loginrights.

B Ensure that the external login forthe user is enabled. Refer to theCallPilot Administrator’s Guide(NN44200-601).

3 Does the problem still exist? C Contact your Nortel technical supportrepresentative for assistance.



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135

Symptom 3: Callers hear re-order tone when dialing or being forwardedto CallPilot


1. Ensure the Meridian 1 or CS1000 is notencountering network blocking. This could becaused by installing more than three MGatecards in the same superloop.

A Refer to NTP 553-3021-120 CS1000Mand Meridian 1 Large System Planning andEngineering.

2 Ensure proper ACD configuration on theMeridian 1 or CS1000.3 Ensure CDN and SDN have an associatedDN on the Meridian 1 or CS1000.

B Refer to NTP NN44200-302 Meridian 1 andCallPilot Server Configuration, or NN44200-312CS1000 and CallPilot Server Configuration.

Symptom 4: Speech recognition does not work


Verify that speech recognition resources areassigned to the DN.

1 In CallPilot Manager, connect to theserver and then click

System→Service Directory Number.

2 View the Speech Recognition ServiceDirectory Number.

3 Verify that the Media type is "SpeechRec."

A Change the DN media type to"Speech Rec."

Verify speech recognition on keycode.

4 If the "Speech Rec." option is not inthe Media type list, then the serverkeycode does not enable the speechrecognition feature.

Note: The keycode must enablespeech recognition languages andseats so that the speech recognitionchannels answer correctly.

B Perform a keycode expansion.Contact your Nortel ordermanagement representative orsales representative for assistance.



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Verify the prompt installation.

5 Check the language installationlog file: D:\nortel\sysops\MPCX\langprompts.xxxx.log.

6 Verify that the last line of the log fileis "Prompt Installation completedsuccessfully."

C Reinstall the language. Refer tothe Software Administration andMaintenance Guide.

7 Does the problem still exist? D Contact your Nortel technical supportrepresentative for assistance.

Symptom 5: Users cannot print or receive faxes


Verify that fax resources are assigned to thefax messaging DN.

1 Log in to CallPilot Manager andproceed as follows:

• Connect to the server.

• Click System→Service Directorynumber.

2 View the Service Directory Number.

3 Verify that the Media type is Fax.

4 Check if the user’s Class of Servicehas Fax capability.

A Change the DN media type to Fax.

Verify that Fax option is on the keycode.

5 If the Fax option is not available on theMedia type list, the server keycodedoes not enable fax features.

B Perform a keycode expansion.Contact your Nortel ordermanagement representative orsales representative for assistance.




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Symptom 6: Contact Center voice services do not workThe Event Browser displays a Meridian Link* TSP or ACCESS link event.Mailbox owners notice that calls are not answered.


Verify that the voice port configuration is consistent across all subsystems.

1 Verify the CallPilot serverconfiguration.

On the CallPilot server, ensure that:

• The Contact Center IP address is properlyconfigured.

• The ACD queue for ACCESS channelsis configured as Contact Center VoiceServices SDN.

• The ACD queue for IVR* channels isconfigured as Contact Center VoiceServices support announcement or voicemenu SDN.

• The Class ID configured in the ConfigurationWizard is equal to the ACCESS port channelconfigured on the Contact Center.

2 Verify the Contact Centerconfiguration.

On the Contact Center, ensure that:

• The CallPilot ELAN IP address is properlyconfigured.

• The value of the ACCESS voice portchannel is equal to the Class ID on theCallPilot server.

• The port number is configured as 10008.

3 Verify the switch configuration. On the switch, ensure that:

• The ACD queue for ACCESS channelsis configured as follows: IVR=YES andALOG=YES.

• The ACD queue for IVR channels isconfigured as follows: IVR=YES andALOG=YES.



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Verify that the voice port configuration is consistent across all subsystems.

• The ACCESS and IVR channels areconfigured as follows: AST=0, 1 andCLS=MMA, FLXA.

• All CallPilot server ELAN VAS IDs areconfigured as follows: SECU=YES.

4 Does the problem still exist? Contact your Nortel technical supportrepresentative for assistance.

Symptom 7: Users cannot send messages to a telephone or a faxmachine from Desktop Messaging or My CallPilot

To prevent toll fraud by Desktop Messaging and My CallPilot users, Nortelrecommends that you define access restrictions for unauthenticated SMTPusers. If users report that they are unable to send a CallPilot message to atelephone or fax machine from their desktops, then they are connecting toCallPilot as unauthenticated SMTP users and the Delivery to Telephone orFax option is not selected for unauthenticated desktop users.


Solution 1 (recommended)

1 Select the required authenticationoptions in Security Modes for SMTPSessions.

• Log in to CallPilot Manager.

• Click Messaging→Message DeliveryConfiguration.

• Scroll down to the SMTP/VPIM sectionand click the Security Modes for SMTPSessions link.

• Select the authentication options requiredfor your users.

• Click Save.

2 Ensure that users provide SMTPauthentication from their e-mailclients.

If users connect from an e-mail client supportedby Nortel (such as Microsoft Outlook, LotusNotes, GroupWise, or My CallPilot), thenthe client-side SMTP authentication option isautomatically used if the correct authenticationoptions are selected in Security Modes forSMTP Sessions on the server side.



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Solution 2

1 Leave only the Unauthenticatedoption selected in Security Modesfor SMTP Sessions, and select thecorrect option in UnauthenticatedAccess Restrictions. This solution isless secure becauseCallPilot allowsunauthenticated desktop users tosend messages to external telephoneand fax numbers

• Log in to CallPilot Manager.

• Click Messaging→Message DeliveryConfiguration.

• Scroll down to the SMTP/VPIM sectionand click the Unauthenticated AccessRestrictions link.

• Select the Delivery to Telephone or Faxcheck box.

• Click Save.

Symptom 7: Users cannot browse CallPilot Manager if the Encodingis set to Chinese Simplified (HZ) in Microsoft Internet Explorer (theWelcome to CallPilot page is blank)


1 Open Internet Explorer and log in toCallPilot Manager.The Welcome toCallPilot Manager page is blank.

A In Internet Explorer, clickView→Encoding→Auto-Select.Acheck mark appears to the left of theAuto-Select option.

When this option is selected, InternetExplorer can usually determine theappropriate language encoding.

B To ensure that CallPilot Managerpages are displayed correctly,you must also select manuallya different encoding option thanChinese Simplified (HZ): clickView→Encoding→More, and thenselect a language encoding optionfrom the list.

Note: The system can prompt you toinstall a new language pack. You musthave the operating system installationCD-ROM, or know the location of therequired files on a network server, ifapplicable.

2 Check the Encoding setting in InternetExplorer: click View→Encoding.TheChinese Simplified (HZ) option isselected.

Note: The Chinese Simplified(GB2312) and Chinese Traditionaloptions do not cause this problem.



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C Click Refresh on the Internet Explorertoolbar or log in to CallPilot Manageragain.

Symptom 8: Users cannot access the CallPilot Manager login pagefrom a standalone Web server running Windows 2003 and InternetInformation Services 5.0


Open the CallPilot Manager login page. Add Authenticated Users and INTERACTIVEto the Users group for the Web server.

1 On the Web server, open InternetExplorer.

A On the Web server, clickStart→Programs→AdministrativeTools. The Administrative Toolswindow opens.

2 Type http:\\web_server_name\cpmgrin the browser Address box, orclick the bookmark to the CallPilotManager login page.

The following message appears:"HTTP 500—Internal server error."

B Double-click ComputerManagement.The ComputerManagement console opens.

Check the Event Viewer logs. C In the left pane, click the plus sign (+)to the left of Local Users and Groupsto expand the folder tree.

3 On the Web server, click Start→Programs→Administrative Tools.

The Administrative Tools windowopens.

D Click the Groups folder.The contentsof the Groups folder appear in theright pane.

4 Double-click Event Viewer.The EventViewer window opens.

E In the right pane, right-click Users,and then click Properties on theshortcut menu.

The Properties dialog box opens.



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F Click Add.

The Select Users or Groups dialogbox opens.

G Click the name of the local computerin the Look in list.

The users and groups establishedon the local computer appear in theupper pane.

H Click Authenticated Users in theupper pane, and then click Add.

The Authenticated Users groupmoves to the lower pane.

I Click INTERACTIVE, and then clickAdd.

The INTERACTIVE entry moves tothe lower pane.

J Click OK.

K Click Apply in the User Propertiesdialog box.

L Click OK.

The Properties dialog box for theUsers groups closes.

Restart the Internet Information Service.

M In the left pane of the ComputerManagement console, click the plussign (+) to the left of Services andApplications to expand the folder tree.

N Click Services.

5 Check the System Log for thefollowing events:

• 36—The server failedto load application’/LM/w3svc/1/root/cpmgr’.The error was ’Server executionfailed’.

• 10010—The server {A62B60F6-4508-4E63-9C25-63102FF3E115}did not register with DCOM withinthe required time-out.

These events indicate that the NTAUTHORITY/Authenticated Users orNT AUTHORITY\INTERACTIVEentry has been removed from theUsers group.

Note: Refer to the Microsoft bulletinQ327153 for more information.



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The available services appear in theright pane.

O In the right pane, right-click IIS AdminServices, and then click Restart onthe shortcut menu.

The Restart Other Servicesconfirmation dialog box opens.

P Click Yes.

The IIS Admin Service restarts.

6 Go to the CallPilot Manager loginpage.

7 Does the problem still exists?

Q Contact your Nortel technical supportrepresentative for assistance.

Symptom 9: CallPilot Manager users cannot connect to the CallPilotserver


1 When you try to log in to CallPilotManager, the following messageappears: "Failed to connect tothe CallPilot server. Check serverinformation and try again. If thisproblem persists, the server may beimproperly configured."

The System and Application log events point toa problem related to the CallPilot server name.The name of your CallPilot server already existson the network. To solve this problem, proceedas follows:

2 Verify the System event log and lookfor the following events: 3870, 7023,and 7001.

A Remove the CallPilot server from thenetwork.

B Change the CallPilot server name usingConfiguration Wizard.

3 Verify the Application event log andlook for the following events: 41504,41550, and 41506. C Reconnect the CallPilot server to the

network.

4 Try to log in to CallPilot Manager.

5 Does the problem still exist?

Contact your Nortel technical supportrepresentative for assistance.



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Chapter 7Meridian Mail to CallPilot migrationtroubleshooting


"Symptom 1: Error reading tape during data transfer or message migration"(page 144)

"Symptom 2: All users cannot be migrated due to an invalid user-preferredlanguage ID" (page 145)

"Symptom 3: The system failed to create a map directory" (page 145)

"Symptom 4: The automatic log file backup failed" (page 146)

"Symptom 5: On a recently migrated system, a user cannot log in to themailbox or CallPilot does not " (page 147)

GeneralThis chapter provides troubleshooting information for issues that canaffect the Meridian Mail* to CallPilot migration process. For additionaltroubleshooting information, refer to the Meridian Mail to CallPilot MigrationUtility Guide (NN44200-502). This migration guide describes commoncauses of migration errors and provides methods to solve these errors.

The Meridian Mail to CallPilot Migration Utility Guide also provides generalinformation on the following topics:

• correcting pre-check inconsistencies

• troubleshooting tools

• Meridian Mail data collection error messages

• CallPilot migration error messages



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144 Chapter 7 Meridian Mail to CallPilot migration troubleshooting

Use both the Meridian Mail to CallPilot Migration Utility Guide and thischapter to troubleshoot migration issues.

Symptom 1: Error reading tape during data transfer or messagemigration


Verify the log file

1 Open the migration transaction logfile. The migration transaction log file(MigTransaction.log) is located in theD:\nortel\MPCX\Migration folder on theCallPilot server.

2 Check the error description in the log filefor more information.

A Correct the error according to the loginformation. If you cannot find a solution,go to the next step.

Verify the type of the tape.

3 Check if the type and size of the tapethat you used to collect migration data issupported by CallPilot.

B Use the correct tape (SLR 2.5 GB) to againcollect Meridian Mail data.

Verify the tape drive.

4 Check if the CallPilot tape drive supportsthe migration tape.

5 Check if the internal or external tape drivethat you are using is properly installed andconnected.

C Ensure that the tape drive supports themigration tape; connect the tape driveproperly.

Verify the tape driver.

6 Open the Tape Devices box in ControlPanel, and determine if the requireddevices and drivers are installed andloaded or started.

D If the device driver is missing, install it. Ifthe device driver is not started, start it. Ifyou cannot start the device driver, reinstallit and then restart the CallPilot server.

Rerun the tape on the same CallPilot server.

7 Restart the migration using exactly thesame command syntax as used to startthe migration initially.

E If the system still displays an errormessage, go to the next step.

Run another data or message tape on thesame CallPilot server.

F If the system does not display an errormessage, then the tape is the cause of theproblem. Use another blank tape to collectdata and then perform the migration again.

8 Ensure that the tape is serviceable beforeusing it. Type the correct command inthe command line window to start themigration. If the situation does not allowyou to do this, then skip this step.

G If the system still displays an errormessage, the problem is on the CallPilotserver. Reboot the CallPilot server.



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Symptom 3: The system failed to create a map directory 145


Rerun the tape on a different CallPilot server. H If the system does not display an errormessage, then the tape is good and theproblem is on CallPilot server. Reboot theCallPilot server.

9 Type the correct command in the commandline window to start the migration. If thesituation does not allow you to do this, skipthis step.

I If the system still displays an errormessage, then the tape is the cause ofthe problem. Use another blank tapeto perform the data collection and thenperform the migration again.

10

Does the problem still exist? J Contact your Nortel technical supportrepresentative for assistance.

Symptom 2: All users cannot be migrated due to an invaliduser-preferred language ID


Verify the CallPilot version and the MeridianMail migration utility tape version.


A If you found error messages similar tothe example provided in step 2, you maynot be running a supported CallPilotbuild. Refer to the Upgrade and PlatformMigration Guide (NN44200-400) forsupported versions and detailed migrationinstructions.

2 Check for error messages similar to thefollowing:

ERROR:(USRAPI):(55122):Invalidinput USER PREFFERRED LANG ID:

B If you did not find error messages similarto the example provided in step 2,contact your Nortel technical supportrepresentative for assistance.


Symptom 3: The system failed to create a map directory


Verify the log file.


A If you found the error message providedin step 2, you probably changed thecurrent directory at the command line. Ifnecessary, change the directory toD:\nortel\MPCX\Migration and start themigrate.exe program again.

2 Check for the following error message:



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Note: You must always start themigration program from the directoryD:\nortel\MPCX\Migration.

B If you still have problems when you startthe program from the correct directory,check the same directory to find a filenamed nmmgmap.dat. Restore this file ifit was accidentally renamed or moved toanother directory. Reinstall the CallPilotsoftware if the nmmgmap.dat file ismissing.

Note: The nmmgmap.dat file must exist intheD:\nortel\MPCX\Migration directory.

ERROR:(MAPFILE):(100): Mapdirectory creation error:

C If you did not find the error messageprovided in step 2, contact your Norteltechnical support representative forassistance.

3 Does the problem still exist? D Contact your Nortel technical supportrepresentative for assistance.

Symptom 4: The automatic log file backup failed


Verify the disk space.


A If you found the error message providedin step 2, check the free space onthe D drive (where the directory\nortel\MPCX\migration is located) on theCallPilot server. The system probablydoes not have enough disk space to backup the log files. Empty the Recycle Bin ormove some log files to another disk drive.Back up the log file manually.

2 Check for the following error message:

Could not backup the.



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Symptom 5: On a recently migrated system, a user cannot log in to the mailbox or CallPilot does notrecognize a user receiving an incoming call 147


Note: Older CallPilot releases do notsupport the automatic log file backup.Nortel recommends that you back up thelog file manually each time you finish amigration tape.

transaction log file

B If you did not find the error messageprovided in step 2, contact your Norteltechnical support representative forassistance.


Symptom 5: On a recently migrated system, a user cannot log into the mailbox or CallPilot does not recognize a user receiving anincoming call


Check user’s class of service

1 On Meridian Mail, determine if the userhad a personal Class of Service (COS).You can also verify this by checking themigration transaction log file(MigTransaction.log) in theD:\nortel\MPCX\migration\ folder on theCallPilot server.

Note: Before you migrate Meridian Mailusers to CallPilot, you must reassign thepersonal COS to a dummy COS. Refer tothe Meridian Mail System AdministrationGuide (NN44200-601) for information onadding and reassigning COSs. CallPilotdoes not migrate personal COSs and userswith personal COSs.

D If the user does not have a personal COS,go to the next step. Otherwise, performone of the following tasks:

• Again collect the user data fromMeridian Mail after reassigning theuser COS. Perform the user migrationagain.

• Use CallPilot Manager to add thenon-migrated users to the CallPilotsystem. Refer to the CallPilotAdministrator’s Guide.

Note: Before you recreate a user, ensurethat the user’s DN has not already beenassigned to another user. CallPilot does notallow duplicate DNs.

Check user’s mailbox number. E If the user has a mailbox number that ismore than three digits in length, go to thenext step.



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2 On Meridian Mail, check if the userhas a mailbox number that is lessthan three digits in length. You canalso check the migration transactionlog file (MigTransaction.log) in theD:\nortel\MPCX\Migration\ folder on theCallPilot server.

Note: CallPilot does not support mailboxnumbers that are less than three digits inlength.

F If the user has a mailbox number that isless than three digits in length, performone of the following tasks:

• Change the user mailbox number toa three-digit number, and then againcollect user data from Meridian Mail.Perform the user migration again.

• Use CallPilot Manager to addnon-migrated users to the CallPilotsystem. Refer to the CallPilotAdministrator’s Guide.

Check the migration transaction log file.

3 Check the migration transactionlog file (MigTransaction.log) in theD:\nortel\MPCX\Migration\ folder on theCallPilot server to determine if the userwas migrated successfully.

4 Check the Meridian Mail log file. View itfrom the Meridian Mail→Tools menu.

G If the user was migrated successfully,check the CallPilot system sanity. If theuser was not migrated, perform one of thefollowing tasks:

• Again collect user data from MeridianMail after correcting the user propertyor any other errors depending on theCallPilot migration log information.Perform the user migration again.

• Use CallPilot Manager to addnon-migrated users to the CallPilotsystem. Refer to the CallPilotAdministrator’s Guide.

5 Does the problem still exist? H Contact your Nortel technical supportrepresentative for assistance.



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Nortel CallPilot

Troubleshooting Reference GuideCopyright © 2007, Nortel NetworksAll Rights Reserved.

Publication: NN44200-700Document status: StandardDocument version: 01.05Document date: 26 June 2007

To provide feedback or report a problem in this document, go to http://www.nortel.com/documentfeedback.

Sourced in Canada

The information in this document is subject to change without notice. The statements, configurations, technical data, andrecommendations in this document are believed to be accurate and reliable, but are presented without express or impliedwarranty. Users must take full responsibility for their applications of any products specified in this document. The information inthis document is proprietary to Nortel Networks.

*Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.

*Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

All other trademarks and registered trademarks are the property of their respective owners.

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